I am experiencing a login/MFA loop issue with my personal Microsoft account

Question

Account Details

Personal Microsoft account: ******@hotmail.com

Azure/Entra tenant was automatically created under this personal account

Global Admin user in the tenant: personalaccount_hotmail.com#EXT#@personalaccounthotmail.onmicrosoft.com

Problem Summary

I recently changed my mobile phone. I successfully set up Microsoft Authenticator for my **normal ****@hotmail.com login, and I can access Outlook and other personal Microsoft services without any issue.

However, I cannot log in to Azure or Entra.

Symptoms

When I sign in to Azure/Entra using ******@hotmail.com, the password works.

After entering the password, Azure/Entra immediately asks for MFA approval.

The MFA request is being sent to my old mobile phone’s Authenticator app.

I still have the old phone, connected to Wi‑Fi (no SIM), but the Authenticator app shows: “Sign-in error: we experienced an issue communicating with the server. Please try again.”

I reset the password for the admin account personalaccount_hotmail.com#EXT#@personalaccounthotmail.onmicrosoft.com — password reset works successfully.

But login still fails because Azure/Entra continues to require MFA from the old Authenticator, which cannot complete the sign-in.

Current State

I am stuck in an MFA loop:

Password works

MFA request goes to old device

Old device cannot complete MFA

No option to use new Authenticator

No option to use SMS or email

• No option to bypass or reset MFA

I cannot access Azure Portal or Entra Portal at all

Answer 1

Hey there, Vish Bhatt

On your old phone, please can you tell me if the Microsoft Authenticator app has been updated?

You will need to click onto help from the more menu. My app version is 6.2607.4697

If you are running a previous version, please can you try updating it through the store app on your phone and trying again.

Thanks,
Nathan