Microsoft Authenticator and Net ID loop

Question

I’m stuck in a Microsoft Authenticator login loop with my [Moderator note: Personally Identifiable Information removed] NetID. When I try to log into [Moderator note: Personally Identifiable Information removed] or my [Moderator note: Personally Identifiable Information removed] Outlook email, I’m asked to verify my identity through the Microsoft Authenticator app. However, the Authenticator app is signed out of my [Moderator note: Personally Identifiable Information removed] account and does not give me a working approval prompt or a verification code I can enter.

If I try to sign back into my [Moderator note: Personally Identifiable Information removed] account in Authenticator, it asks me to verify the login using Authenticator itself. So I can’t sign into Authenticator without completing MFA, but I can’t complete MFA because Authenticator is not properly signed in or generating the required prompt/code.

This has created a circular authentication loop that prevents me from accessing both [Moderator note: Personally Identifiable Information removed] and my [Moderator note: Personally Identifiable Information removed] Outlook account.

Answer 1

Hi Tea,

From what you've described, it sounds like your Multi-Factor Authentication (MFA) setup may need to be reset. Because you're using a work or school account, the MFA settings are managed by your university's IT administrator. Unfortunately, this isn't something that can be reset from the user side.

I'd recommend reaching out to your university's IT administrator and explaining that you're unable to sign in because you're stuck in a loop with the Microsoft Authenticator app.

You can specifically ask whether they can:

• Reset your MFA settings
• Require MFA re-registration
• Remove your existing Authenticator registration so you can set it up again

You may also want to share the following Microsoft article with them: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support

Once your IT administrator resets your MFA registration, you should be able to sign in again and go through the Microsoft Authenticator setup process from the beginning, including scanning a new QR code on your device.

I hope this points you in the right direction. If you receive any updates from your IT team or run into any issues along the way, feel free to reply back with more details and I'll be happy to help further.

Answer 2

For a work or school account stuck in an Authenticator MFA loop, the supported path is:

1. Try another verification method on the sign-in screen, such as Sign in with another method or similar, if one was previously configured.
2. If repeated attempts have already been made, stop retrying and wait until sign-in is allowed again. Microsoft Entra multifactor authentication can temporarily block more attempts after unusual or repeated sign-ins.
3. In the Microsoft Authenticator app, check these basics before trying again:
   • Make sure the app opens normally and the account is listed.
   • Update Microsoft Authenticator to the latest version.
   • Make sure notifications are enabled.
   • Check network connectivity by switching between Wi‑Fi and mobile data.
   • Verify the device date and time are correct.
   • Restart the device.
   • If this is a work or school device, update Company Portal and confirm the device is compliant.
4. If the loop continues for the Queen’s NetID work/school account, contact the Queen’s IT helpdesk or IT administrator and ask them to investigate and reset the MFA registration or help re-register the account. For work or school accounts, the organization’s IT admin is the supported escalation path.
5. Before contacting IT, send Authenticator logs from the app: open the app menu and select Send feedback.

If unrequested approval prompts appear, deny them.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account
• Using Outlook mobile to sign in
• I am still Stuck in Microsoft Authenticator Authentication Loop!!! - Microsoft Q&A