Microsoft authenticator loop

Question

I am stuck in a microsoft authenticator loop. I cannot sign into my account on microsoft authenticator without verifying my identity on microsoft authenticator. What do i do?

Answer 1

Hi,

To help narrow this down, could you confirm whether you're trying to sign in with:

• A personal Microsoft account (such as Outlook.com, Hotmail.com, Live.com), or

A work or school account provided by your organization?

The available recovery options are different depending on the type of account.

1/ If it's a personal Microsoft account, first check whether you can select Sign-in options or I can't use my Microsoft Authenticator app right now to use another verification method (such as a phone number, email address, recovery code, or security key). If no alternative verification method is available, you can try the Microsoft account recovery form: https://account.live.com/acsr

2/ If it's a work or school account, your Microsoft 365 or Entra ID administrator may be able to reset your authentication methods or require you to register them again, please kindly follow these steps: 

Ask your admin sign in to the Microsoft Entra Admin Center using an account that has at least the Authentication Administrator role. 

• Navigate to Entra ID > Users.  
• Select the your account that MFA authentication methods to reset, then choose Authentication methods.
• Select Revoke multifactor authentication sessions, and then select Require re‑register multifactor authentication.
• After completing these steps, you will need to set up MFA again. You can do this by signing in and configuring MFA through the Microsoft Authenticator app on mobile device. After the administrator resets your authentication methods, you'll be able to register Microsoft Authenticator again the next time you sign in.

3/ If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team for further assistance. Please locate the appropriate support phone number for your country or region and contact Microsoft Support so the frontline team can raise a service request on your behalf: Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:   

(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 regions you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:   

• What kind of problem are you experiencing?           
• Answer: Authenticator           
• What products do you use?           
• Answer: Office 365 for business           
• Is this for an education or company account?           
• Answer: For companies           
• Are you an administrator?           
• Answer: Yes           
• Are there any other administrators in your organization?           
• Answer: No. I am the only admin in my tenant            
• Do you need a... Service request?            
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.        

During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

4/ If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

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.    

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.  

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.