Authenticator app won’t sign in but wants me to authenticate through the same app????????

Question

This is the email I had to sign into to write a question DONT MESS WOTH THIS EMAIL OR CHANGE ANYTHING HAVING TO DO WOTH THIS ONE…

I have a work email that asks me to authenticate through Authenticator app but the app asks me to sign in and verify through that same app! Um I can’t log in how am I supposed to do that! Customer is no help all these ai robot answering machines! For a simple problem that a human to human interaction can fix in 5 minutes! And yall wonder why we get on the phone all mad and irritated. This is so dumb. Please just add an authentication method where you can receive a text message with a code! Yall are doing too much. And yeah I still need help with my email!

Answer 1

Hi @Rhett Morris

I'm really sorry for the inconvenience you are encountering.

Did you recently change your phone? If yes, it could be that the Authenticator is asking for a code from the old phone.

In this situation, if you are a normal user, ask your IT admin to reset MFA method and you will be able to register the Authenticator on your new device. Please give them this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

If you are the IT admin and no other Global admin can reset your MFA, you will need to contact Data Protection team.

I know you have tried phone support before, please try again with the script below. Please visit the following page and reach out to phone number via: Customer service phone numbers - Microsoft Support

If you have tried phone support and it's not working, please follow this link to create a trial tenant: https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-business-basic?msockid=3eb6980b5c6860e63a588d0c5d1761d6 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket.      

Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to.

On the other hand, if you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges.