Authenticator log in help

Question

I’m trying to log into both my email and Authenticator app and it’s asking for a code but I can’t do that what do I need to do?

Moved from Microsoft Security | Microsoft Authenticator

Answer 1

Hi Sara Payton Schmidt

I understand how frustrating it can be when you're unable to sign in to your email and Microsoft Authenticator.

May I know if you're still able to sign in to your account using any alternative verification methods, such as SMS, or email?

If yes, you can sign in to the appropriate page below to remove your old Microsoft Authenticator registration (if applicable) and then register Microsoft Authenticator again:

• Work or school account: https://mysignins.microsoft.com/security-info
• Personal Microsoft account: Additional security options

If no:

1.For a work or school account 

Please contact your IT administrator and ask them to reset your MFA registration. After the reset, you can register Microsoft Authenticator again. 

For reference, your administrator can follow the steps in this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

2.For a personal Microsoft account (@outlook.com, @hotmail.com, @live.com) 

You can try one of the following options: 

-Use the Microsoft Account Recovery Form: Help with the Microsoft account recovery form | Microsoft Support 

-Alternatively, contact Microsoft Support: Go to Contact - Microsoft Support, > type "Support" and click Get Help, > click Sign in to contact support at the bottom of the > page under Products & Services, select Microsoft 365 & Office > under Subcategory, select Support, > choose Chat with a support agent in your browser 

I hope this information helps.

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Answer 2

When both the email account and Microsoft Authenticator are asking for a code from each other, this is a sign-in loop. The way out depends on whether this is a personal Microsoft account or a work/school account.

1. Check for “other ways to sign in” on the login screen
   When prompted for a code:
   • Look for options like “Other ways to sign in”, “Use a different way to sign in”, or “Use a code”.
   • If available, choose SMS, alternate email, or a different method you previously set up.
2. If this is a personal Microsoft account (@outlook.com, @hotmail.com, etc.)
   • Go to the security info page: https://account.live.com/proofs/manage (from the context).
   • Use any alternate verification method offered (SMS, backup email, recovery code).
   • Once signed in, update your security info: remove old methods you can’t use and add new ones (phone, email, Authenticator on your current device).
   • If no alternate method works and you are completely locked out, submit the Microsoft Account Recovery Form at https://account.live.com/acsr and provide as much detail as possible so ownership can be verified.
3. If this is a work or school account (university or company email)
   • The loop usually means your organization’s Multi‑Factor Authentication (MFA) settings need to be reset.
   • Contact the organization’s IT Help Desk or support team and say you are stuck in a login loop with Microsoft Authenticator and ask them to reset your MFA settings or allow you to re‑register for MFA.
   • After they reset MFA, sign in again; you will be guided to set up Authenticator from the beginning (usually by scanning a QR code).
4. If you see “Authentication did not complete” or similar
   • Make sure the Microsoft Authenticator app is unlocked.
   • Ensure notifications are enabled for Authenticator and not set to silent.
   • Update to the latest version of Microsoft Authenticator.
   • Check that your phone has a working internet connection and that date and time are set correctly.

If the account is managed by a school or employer and no alternate sign‑in options are shown, only the organization’s IT admin can fix the loop by resetting your MFA.

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References:

• Sign in using Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account
• Can’t use Microsoft authentication - Microsoft Q&A
• I can’t log in through my university email in Microsoft’s accaunt - Microsoft Q&A
• Help with Authenticator - Microsoft Q&A
• Problems with Authenticator - Microsoft Q&A
• Authenticator is not sending to my personal account the code I need to activate the account - Microsoft Q&A