Authenticator app loop

Question

I am trying to change my password to my email account. It asks for the Authenticator code when I do that. But I can't sign into the Authenticator app because when I try to sign into the Authenticator app for that email, it asks for the Authenticator code which I can't get because I'm not signed in. How do I get out of that loop? It doesn't give me any other options for verification.

Moderator's note: Moved from Microsoft Security | Microsoft Authenticator

Answer 1

The way out depends on whether this is a personal Microsoft account or a work/school account; an Authenticator prompt cannot itself be bypassed when it is the only registered verification method.

If this is a work or school account

Contact your organization’s IT help desk using another channel, such as phone, another email account, or the organization’s support portal. Ask an administrator to reset your MFA registration.

The administrator—not the locked-out user—should:

1. Sign in to the Microsoft Entra admin center with at least the Authentication Administrator role.
2. Go to Entra ID → Users.
3. Select your user account.
4. Open Authentication methods.
5. Select Require re-register MFA.
6. If necessary, also select Revoke sessions.
7. Have you sign in again and register Authenticator by scanning the new QR code.

Require re-register MFA removes the existing Authenticator, phone, and software OATH registrations so new methods can be configured at the next sign-in.^1^

If you are the organization’s only administrator and no other administrator can reset your registration, contact Microsoft Support for business-account recovery rather than continuing to reinstall Authenticator.^2^

If this is a personal Outlook.com, Hotmail.com, or Live.com account

On the password-reset screen, select Forgot password, then look for a recovery email address or phone number. If none appears, use Microsoft’s Sign-in Helper from the password-reset process. Microsoft documents this as the next step when no usable code destination is available.^3^

There is an important limitation: if two-step verification was enabled and Authenticator is the only available verification method, Microsoft Support cannot issue a reset link or manually change the account’s security information.^4^

If an Authenticator backup exists

For an eligible personal Microsoft account using a rotating one-time-password code, restoring the backup may recover that code:

• Android: Sign out of or remove existing Authenticator accounts if necessary. Before signing in normally, select Restore from backup or Begin recovery, then sign in with the personal Microsoft account used to create the backup.
• iPhone/iPad: Install and open Authenticator with the same iCloud backup environment; restored account names and eligible one-time-password codes should appear.

Backups do not restore personal passwordless credentials. They also do not restore work/school credentials—those accounts must be registered again.^5^

Do not uninstall Authenticator before checking for an existing code or backup; reinstalling does not create a new MFA registration.

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References

1. Manage user authentication methods for Microsoft Entra multifactor authentication
2. Authenticator App Does Not Receive Verification Codes - Microsoft Q&A
3. Reset a forgotten Microsoft account password | Microsoft Support
4. Help with the Microsoft account recovery form | Microsoft Support
5. Android

Answer 2

Hi S Ch

I understand how frustrating it is to be asked for an Authenticator code when you’re unable to access the app itself.

Before trying to sign in to Authenticator again, could you check whether your account is already listed in the app and displays a rotating 6-digit verification code? If it does, you may be able to use that code when the password-change page offers the option to enter a verification code.

To help narrow this down, could you confirm whether you're trying to sign in with:

• A personal Microsoft account (such as Outlook.com, Hotmail.com, Live.com), or
• A work or school account provided by your organization?

The available recovery options are different depending on the type of account.

1/ If it's a personal Microsoft account, first check whether you can select Sign-in options or I can't use my Microsoft Authenticator app right now to use another verification method (such as a phone number, email address, recovery code, or security key). If no alternative verification method is available, you can try the Microsoft account recovery form: https://account.live.com/acsr

2/ If it's a work or school account, your Microsoft 365 or Entra ID administrator may be able to reset your authentication methods or require you to register them again, please kindly follow these steps:

Ask your admin sign in to the Microsoft Entra Admin Center using an account that has at least the Authentication Administrator role.

• Navigate to Entra ID > Users.
• Select the your account that MFA authentication methods to reset, then choose Authentication methods.
• Select Revoke multifactor authentication sessions, and then select Require re‑register multifactor authentication.
• After completing these steps, you will need to set up MFA again. You can do this by signing in and configuring MFA through the Microsoft Authenticator app on mobile device. After the administrator resets your authentication methods, you'll be able to register Microsoft Authenticator again the next time you sign in.

3/ If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team for further assistance. Please locate the appropriate support phone number for your country or region and contact Microsoft Support so the frontline team can raise a service request on your behalf: Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)

In some regions you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:

• What kind of problem are you experiencing
• Answer: Authenticator
• What products do you use?
• Answer: Office 365 for business
• Is this for an education or company account
• Answer: For companies
• Are you an administrator?
• Answer: Yes
• Are there any other administrators in your organization?
• Answer: No. I am the only admin in my tenant
• Do you need a... Service request?
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

4/ If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.

Important notes:

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.
• The resolution time might be longer as you are contacting support from a different tenant.
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.