Authenticator

Question

Hello,

When I go to sign in for my admin center it tells me to use the code from the Authenticator app. When I go to my Authenticator app it asks my to sign in at which point when I sign in it asks me to get the code from the Authenticator app.

Answer 1

Verification only sms phone number

Answer 2

Hi @Chris Collins,

Thank you for taking the time to share your experience. I hope this response reaches you in time and helps bring some clarity.

From what you've shared, it appears that you may be encountering a multi-factor authentication (MFA) loop. In this situation, because your Microsoft account requires verification through the Authenticator app, but when opening the app, it also asks you to sign in and again requests a code. This creates a circular experience where the required verification cannot be completed because access to the authentication method is not currently available.

To help resolve this, the MFA registration for your account would typically need to be reset so that you can set up your authentication methods again and regain access.

However, as part of the community support team, my access is limited and I cannot make changes to administrator-level settings. For security reasons, the options to recover access may vary depending on whether another administrator is available in your organization.

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Option 1: Contact other IT admins

Please check if there are other IT admins who still have access and share with them the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to the account.

Once your admin completes this process, your previous sign-in sessions will be cleared, and the next time you log in, you will be prompted to set up MFA again from scratch.

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Option 2: Contact Microsoft Data Protection Support by phone

If you are the only admin, you can try reaching out to the Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support.

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some countries, it is an automated conversation like:

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have another administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.   

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Option 3: Create a new tenant to submit a support ticket (Alternative method)

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365.

(please select "Try for free" under a business subscription).

This would allow you to create a new tenant following the prompts provided.

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.

Ticket Support: In the Microsoft 365 Admin Center > Help & Support.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant as a sole admin and need help from the Data Protection team.

Important notes:

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.
• The resolution time might be longer as you are contacting support from a different tenant.
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.

Thank you for your kindness and contributions to the forum.

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Answer 3

This situation occurs when the account is configured to use Microsoft Authenticator for MFA, but there is no alternative verification method and the app cannot complete sign-in because it is itself protected by the same MFA.

To break this loop, MFA for the account must be reset by an administrator or by Microsoft support so that Authenticator can be set up again from scratch.

Use the path that matches the type of account:

1. If this is a work/school (Microsoft 365/Entra ID) admin account and there is another admin
   • Ask another Global Administrator in the tenant to reset MFA for the affected account:
     1. Sign in to the Microsoft Entra admin center (https://entra.microsoft.com).
     2. Go to Identity → Users → All users.
     3. Select the affected user.
     4. Open Authentication methods.
     5. Select Require re-register multifactor authentication.
   • After this, sign in again; the account will be prompted to set up Microsoft Authenticator (or another method) as if new.
2. If this is a work/school account and there is no other admin (you are the only admin)
   • Contact Microsoft’s Data Protection team via the regional Customer service phone numbers - Microsoft Support line and request an MFA reset for the tenant admin account. When navigating the IVR, clearly state:
     • The problem is with Authenticator and Office 365 for business.
     • It is a company account.
     • You are the only administrator and have lost access due to MFA.
     • You need a service request and to be routed to the Data Protection team to reset your authentication methods.
   • The Data Protection team will verify identity and reset MFA so that Authenticator can be re-registered.
3. If this is a personal Microsoft account (not through an organization)
   • Use any alternative verification method that was previously configured (SMS, phone call, security key, or another authenticator app) to sign in and then update security info:
     • Go to the security info page (for example, via https://aka.ms/mysecurityinfo if available for the account type) and add a new method or reconfigure Microsoft Authenticator.
   • If no alternative method is configured and access is completely blocked, contact Microsoft support via the Customer service phone numbers - Microsoft Support page and request help with identity verification and MFA reset for a personal account.

Once MFA is reset and access is restored, configure at least one backup method (such as SMS or phone call) in addition to Microsoft Authenticator to avoid being locked out again.

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References:

• Sign in using two-step verification or security info
• Set up your Microsoft 365 sign-in for multi-factor authentication
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app
• Microsoft Authenticator FAQs
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A