Cannot sign into Authenticator.

Question

I have downloaded the latest app yesterday.

When I try to go into the Authenticator App, after I select the email account that I am logging into, it asks me for the code generated by the Authenticator on my mobile device.

I can't do this, as I am trying to log in on my mobile device to get the code.

Everything I try ends up asking me to confirm the code from the Authenticator on my mobile device that I can't log into.

Any ideas on how to proceed?

Answer 1

Hello,

Did you uninstall and reinstall the Microsoft Authenticator app?

The Microsoft Authenticator app and your Microsoft account cannot determine whether you are installing the app on the same device or a different one. They only recognize that you are attempting to sign in to a device, so you are prompted to approve the sign-in through the Authenticator app. However, if you are signing in to the Authenticator app itself, you cannot use it to verify the request. In this situation, you will need to use one of the alternative security verification methods shown in the screenshot.

The same applies if you switch to a new mobile device, reset your phone, or uninstall and reinstall the app.

If you had a cloud backup before, choose the 'Restore from Backup' option and then sign in with your backup email address to restore the account credentials.

If you don't have a backup,

• Go to https://account.live.com/proofs/Manage (Security Settings Page).
• Sign in with your Microsoft Account.
• Use the alternate security contact methods to verify your identity.
• Once signed in, tap Send sign-in notification to remove the previous verification method.
• Add/Set up the authenticator app again.

Let me know if you still need more help.

Answer 2

If the account is already signed in to Outlook mobile, retrieve its one-time code there; otherwise use another registered verification method or have the account administrator reset the Authenticator registration.

1. Check Outlook mobile for the code

For a work or school Microsoft 365 account already present in Outlook:

1. Open Outlook mobile.
2. Open Settings.
3. Under General, tap Accounts.
4. Select the affected account.
5. Tap Sign-in requests.
6. Copy the displayed one-time code. Codes refresh every 30 seconds, so wait for a new one if it is about to expire.
7. Return to the Authenticator sign-in page and paste the code. ^1^

This only works when that account is already available in Outlook mobile and Sign-in requests is offered.

2. Try another previously registered method

On the verification screen, select Sign in another way, Other ways to sign in, or I can’t use my Microsoft Authenticator app right now. Use any method previously registered, such as:

• Text message or phone call
• Security key or passkey
• Another Authenticator device
• A method supplied by your organization

If Sign in another way is absent or shows no usable alternatives, a work or school account requires administrator assistance. ^2^

Since the latest app is already installed, reinstalling or updating it again will not reset the authentication method stored against the account.

3. For a work or school account with no alternative

Contact your employer’s or school’s IT help desk and request:

I am locked in an Authenticator verification loop and have no working alternative method. Please verify my identity and require MFA re-registration for my account.

An Authentication Administrator can perform this in:

1. Microsoft Entra admin center
2. Entra ID → Users
3. Select the affected user.
4. Select Authentication methods.
5. Select Require re-register MFA.

This removes the user’s existing Authenticator, phone, and software OATH methods. At the next sign-in, the user is prompted to configure a new MFA method. ^3^

After IT confirms the reset, start a fresh sign-in and scan the new QR code when prompted. Add another permitted verification method afterward to provide a fallback.

4. If this is a personal Microsoft account

Use Sign in another way and select a previously configured email address, phone number, recovery code, or other security method. Microsoft recommends multiple pieces of security information because a password alone cannot bypass two-step verification. The Microsoft account sign-in helper is available through the Can’t sign in? section of Microsoft’s guidance. ^4^

If two-step verification was enabled and none of the registered methods is accessible, Microsoft Support cannot send a verification code or manually change the account’s security details. The standard recovery form also cannot bypass enabled two-step verification. ^5^

If this followed a reinstall or phone replacement

Backup restoration may recover eligible personal-account one-time codes, but work or school credentials are not restored—only the account name is restored, and the account must be registered again. On Android, Restore from backup or Begin recovery must be selected before signing in, and restoration must use the same device type as the backup. ^6^

---

References

1. Work/school
2. Sign in using two-step verification or security info | Microsoft Support
3. Manage user authentication methods for Microsoft Entra multifactor authentication
4. How to use two-step verification with your Microsoft account | Microsoft Support
5. Help with the Microsoft account recovery form | Microsoft Support
6. Android