Cannot get logged in, cannot get authenticator app to work

Question

I am unable to log into my school work account. I have downloaded the authenticator app, but when I go to use it, it tells me to use the code from my phone... I AM ON MY PHONE! I am not receiving any code, I cant get signed in and I cannot do my work. The help area is of no use and I am signed in here on my laptop, but cannot go anywhere until I set up my 2 step authentication, which is what I am trying to do and can't. This is like a circular catch 22. I cant log in without verification, to set up the verification I need a code which I cannot get because I cannot set up the verification. I am completely frustrated and its not like there have a contact link for customer service.

Answer 1

Hi @Rhuie Ryan

It looks like you’re stuck in the initial MFA setup, where the system is asking for a code from Microsoft Authenticator before it has been properly configured, which leads to a circular sign‑in loop.

Since your account is a work or school account managed by your school’s IT department, forum moderators don’t have the administrative permissions needed to change these settings directly. 

To regain access quickly, the best step is to contact your school’s IT Support or Help Desk. They are the only ones who can reset your multifactor authentication (MFA) settings or help you configure a new verification method. You can refer them to this guide: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

If you’re unsure who your IT administrator is, see How do I find my Microsoft 365 admin? - Microsoft Support 

Once your school IT team helps you regain access, you can manage your security verification methods by visiting My Sign-Ins | Security Info | Microsoft.com page. This allows you to control which methods you use for MFA in the future.

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Answer 2

The account is stuck in a loop because multifactor authentication (MFA) is required but the verification method is not completing on the phone.

Use these steps and checks:

1. On the phone, make sure Microsoft Authenticator is fully set up:
   • Install or open Microsoft Authenticator.
   • Ensure the device has network connectivity and that push notifications are allowed for Authenticator.
   • Make sure the device has a PIN/biometric lock enabled and is not blocking notifications, as this can prevent sign‑in prompts from working.
2. From the laptop (where sign‑in is already possible):
   • Go to the Security info page for the work/school account and select Update info.
   • Add or confirm at least one working method (for example, a mobile phone number or email) and use I don't have any of these if the existing methods are not accessible.
   • Avoid making excessive or repetitive requests for codes, as this can cause Microsoft to temporarily block sending verification codes.
3. If SMS or email codes are used:
   • Check that the phone number or email address is entered correctly; only partial digits/characters are shown during sign‑in, so confirm the full value in Security info.
   • Check the phone’s SMS inbox (and that it is not full) and verify that the device is not blocking texts from unknown numbers.
   • For email codes, check the junk/spam folder for messages from @accountprotection.microsoft.com and mark that sender as trusted.
4. If sign‑in fails repeatedly:
   • Microsoft Entra multifactor authentication may temporarily block further attempts after many failures. Wait and then try again, or use a different MFA method if one is configured.
5. If no alternative method works and access to the MFA methods cannot be restored:
   • Contact the organization’s IT help desk or administrator and ask them to review the Microsoft Entra sign‑in logs and reset MFA or clear the account’s security info so that MFA can be re‑registered.
   • If the mobile device was recently replaced or lost, the help desk can clear the MFA settings so that registration is prompted again at next sign‑in.

These steps break the “catch‑22” by either adding a working alternative method from the laptop session or having an administrator reset MFA so the Authenticator app can be set up cleanly.

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References:

• Common problems with two-step verification for a work or school account
• I can't sign in after multiple attempts
• I don't recognize the phone/email security info
• Troubleshoot unrequested verification codes
• How to add your accounts to Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication