Microsoft Security

Question

Hello, I’m having a problem with logging into Microsoft 365. Every time I try to sign in, it asks me to approve the sign-in through the Microsoft Authenticator app. However, when I open the Authenticator app, it shows me the same message asking me to approve the sign-in, so I’m stuck in an endless loop and cannot access my account.

I also don’t have any other sign-in option available. Could you please help me resolve this issue? Thank you!

Answer 1

Hello @Iva Nesic

Based on the information you provided, it appears that you are experiencing an issue with the Microsoft Authenticator app.

To better understand the situation, could you please confirm whether the account you are trying to sign in with is a personal Microsoft account (such as @outlook.com, @hotmail.com, or @live.com) or a work/school account?

To verify this, please open the Microsoft Authenticator app and check the account listed there:

• For a personal Microsoft account, you will typically see "Microsoft" displayed above the email address. Selecting the account usually shows an 8-digit one-time password (OTP).
• For a work or school account, you will typically see the name of your organization or school above the email address. Selecting the account usually displays a 6-digit verification code.

If the affected account is a work or school account and you are not the administrator (or not the only administrator), you will need to contact your organization/school's IT administrator and ask them to reset your Multi-Factor Authentication (MFA) methods from the Microsoft Entra admin center. They can follow the guidance in this article: Manage authentication methods for Microsoft Entra multifactor authentication 

If the affected account is a personal Microsoft account, could you please let me know what happens after you enter the two-digit number displayed during sign-in? For example, does the sign-in process repeatedly ask you to approve the request or authenticate again? If this is the case, please try signing in using an InPrivate window (Microsoft Edge) or an Incognito window (Google Chrome) and check whether the issue persists. This can help determine whether the problem is related to browser cache, cookies, or browser extensions.

Please feel free to let me know the results of the above checks or if you have any updates, and I will be happy to assist you further.