Can’t get an authentication code; signed out!

Question

I’m setting up a new device and MS Authenticator won’t let me add my employer’s MS account (email, calendar, etc) without a code from Authenticator. But I ALSO can’t sign into any other place to get a code … including Authenticator!

So I can’t enter a code without being signed in to Authenticator to get that code. But I can’t sign in to Authenticator without that code! It’s a vicious stupid cycle!

Please help!

Answer 1

Hi Mike,

Welcome to the Microsoft Q&A forum.

Based on your description, I understand that when setting up MFA for your account, you are not receiving the verification code required to sign in to Microsoft Authenticator.

It is possible that a connection issue occurred during the setup process, which led to this situation.

In this case, I recommend contacting your organization's administrator (IT department) and asking them to reset MFA for your account.

After MFA has been reset, you will be prompted to set up your authentication methods again the next time you sign in, which should help resolve the issue.

You can share the following documentation with your administrator on how to reset MFA for a user account:

 Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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Answer 2

For a work or school account, this loop usually means the account has no usable alternate verification method available on the new device, or registration is being blocked by organization policy.

Try these steps in order:

1. On the sign-in screen, choose a different MFA method if one is offered.
   • If SMS, phone call, or another method appears, use that instead of Authenticator.
   • If repeated sign-in attempts were made, wait and try again later, because Microsoft Entra multifactor authentication can temporarily block more attempts after unusual activity.
2. Check whether the account can be added from the security registration page.
   • If Authenticator shows: “To set up Microsoft Authenticator, you'll need to go to aka.ms/mfasetup on a web browser.” then complete setup there in a browser.
   • If that page or Authenticator registration is blocked with a message about a restricted location or admin policy, the organization has likely enabled Conditional Access or Security Information Registration restrictions.
3. If the sign-in or app shows “Authentication did not complete” or “Authenticator did not complete login”, check the device conditions that commonly cause it:
   • Unlock Microsoft Authenticator.
   • Turn on app notifications.
   • Update Authenticator to the latest version.
   • Verify internet connectivity; switch between Wi‑Fi and mobile data.
   • Make sure Airplane mode is off.
   • Check that device date and time are correct.
   • If using VPN, disconnect and test again.
   • Turn off battery optimization for Authenticator.
4. If no alternate method is available, contact the work or school IT administrator or help desk.
   • They need to review the account’s authentication methods and sign-in logs.
   • This is especially necessary if the old phone number is no longer valid, registration is blocked by policy, or the account is stuck in repeated MFA prompts.
5. If the account belongs to the organization and access is still blocked after these checks, the supported path is organizational support.
   • Microsoft’s guidance for work or school accounts is to contact the organization’s Help desk or IT admin for MFA and sign-in issues.

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References:

• How to add your accounts to Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Authenticator Did Not Complete Login
• Troubleshoot problems with Microsoft Authenticator