Authentication Loop

Question

I recently purchased a new phone and now my accounts on my authentication app are not logged in and are asking for me to use my Authenticator app to log into the Authenticator app.

Answer 1

This usually happens after moving to a new phone when the old Microsoft Authenticator registration did not transfer.

If this is a work or school account:

1. Contact the organization’s IT admin and ask for an MFA reset or for the old Authenticator method to be removed.
2. After the reset, sign in again and register Microsoft Authenticator on the new phone.
3. If another sign-in method is available during sign-in, select Other ways to sign in and use that method first.

If this is a personal Microsoft account:

1. At sign-in, look for Other ways to sign in and use another available verification method.
2. If the account was backed up previously, restore Authenticator from backup.

For iPhone backup restore troubleshooting:

1. On the old device, enable iCloud Drive.
2. Enable iCloud Keychain.
3. Enable iCloud Backup.
4. In Saved to iCloud, make sure Authenticator is turned on.
5. Update Authenticator to version 6.8.33 or later.
6. Open the app at least once before switching phones.
7. On the new device, uninstall and reinstall Microsoft Authenticator.
8. The backup should then appear.

If sign-in prompts are failing even when the app opens:

1. Make sure Authenticator is unlocked.
2. Make sure notifications are enabled and not silent.
3. Update to the latest version of the app.
4. Check internet connectivity and try switching between Wi‑Fi and mobile data.
5. Verify the phone’s date and time are correct.

If none of these steps work, open Authenticator, go to the app’s top-level menu, select Send feedback, send the logs, and then contact Support for personal accounts or the IT admin for work/school accounts.

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