Issues signing into email with outlook app on my laptop and not receiving authenticator codes on my mobile

Question

I was trying to access my business email on the outlook app on my laptop. It was asking for my password so I entered it correctly but it said that my details could not be verified.

It tried to sign me in many times but the authenticator app on my mobile would not send me any codes.

I can only access my email address on the browser. I only registered for Microsoft 365 a few days ago.

Answer 1

I removed my business account from the authenticator app too but I can’t add it back as it can't verify the account details.

Answer 2

Dear @Ibrahim Hafeez,

I understand how frustrating it is to be locked out of your Outlook app right after setting up Microsoft 365, especially when Authenticator notifications aren't coming through. Since you can sign in via your web browser, your credentials are valid and your account is active. The issue stems from the desktop app's authentication token state and your mobile device's MFA registration.

Here is the step-by-step solution to get both working:

Step 1: Force the Authenticator App to Sync Codes

If push notifications aren't appearing on your phone, you can bypass them using a one-time code:

1. Open the Microsoft Authenticator app on your phone.
2. Tap your business account. You will see a 6-digit One-Time Password Code (OTP) with a countdown timer.
3. On your laptop login screen, select "I can't use my Microsoft Authenticator app right now" or "Use a verification code", then enter that 6-digit code.

If notifications still do not arrive, check that Background Data and Notifications are enabled for Authenticator in your phone settings, or re-register the app at https://mysignins.microsoft.com/ under Security Info.

Step 2: Fix the Outlook Desktop App Sign-in Loop

Since Outlook is failing to verify your details locally, clears its cached identity tokens:

1. Close Outlook completely.
2. Clear Cached Credentials:
   • Press Windows Key + R, type control keymgr.dll, and press Enter (opens Credential Manager).
   • Select Windows Credentials.
   • Under Generic Credentials, locate any entries named MicrosoftOffice16_Data or related to your business email, click them, and select Remove.
3. Clear Modern Authentication Cache:
   • Open Windows Settings (Win + I) > Accounts > Access work or school.
   • If your business account is listed, click it, select Disconnect, and then click Connect to re-add it.
4. Reopen Outlook and enter your password and Authenticator code when prompted.

For official details on troubleshooting notification issues, refer to Microsoft's documentation: Troubleshoot problems with Microsoft Authenticator | Microsoft Support

Please try these steps and let me know if you run into any further friction.

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