Microsoft authentication loop for work email

Question

I'm trying to log into my Microsoft account so i can access my word and other programs and it keeps sending to my authenticator app where i am not receiving codes. when I try to reset my authenticator app , the app then wants to send itself a request which i can not access. when i select send a code option it then tells me its sending it to my authenticator app that i again do not seem to have working .

Answer 1

Hi,

I hope you're doing well. Sorry to hear you're having trouble signing in to your Microsoft account. 

From what you've described, it sounds like your Multi-Factor Authentication (MFA) setup may need to be reset. This can sometimes happen after switching to a new device, replacing a phone, or reinstalling the Microsoft Authenticator app.

Because you're using a work or school account, the MFA settings are managed by your organization's IT administrator. Unfortunately, this isn't something that can be reset from the user side. 

I'd recommend reaching out to your organization's IT administrator and explaining that you're unable to sign in because you're stuck between Word and the Microsoft Authenticator app and are no longer receiving authentication prompts or codes. 

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. 

In case you are the only admin of your tenant, please let me know so I can provide the appropriate next steps.

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. 

Best regards,