Authenticator App sign in issues

Question

Hello, I recently got a new phone and am attempting to sign into the Authenticator app for business. However, it says I need to approve the sign in request via the app I am trying to sign in on and the only other sign in option is a verification code also through the app. How else can I go about signing in? Thank you.

Answer 1

Hi Sanchez,

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. Since your new device hasn't been registered yet, the authentication requests may still be linked to your previous device, which can leave you stuck in a sign-in loop.

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 with Microsoft Authenticator app and are no longer receiving authentication prompts or codes.

You can ask your IT administrator to reset your MFA or remove your current Microsoft Authenticator registration so you can register it 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.

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Answer 2

If the old phone is still accessible, open Microsoft Authenticator on it and approve the request; otherwise, try an existing Outlook mobile sign-in before asking your organization’s IT administrator to reset or bootstrap MFA on the new phone.

Try the methods that may still be available

1. Old phone: Connect it to Wi-Fi, open Authenticator, and approve the pending request. Sign-in notifications can continue going to the device where Authenticator was previously registered.^1^
2. Outlook mobile: If the business account is still signed in there:
   • Open Outlook and its settings.
   • Under General, select Accounts and choose the business account.
   • Select Sign-in requests.
   • Copy the displayed code and paste it into the Microsoft sign-in page. Codes refresh every 30 seconds.^2^
3. On the Microsoft sign-in page, select I can’t use my Microsoft Authenticator app right now or Sign in another way. Use a registered phone, security key, passkey, or other method if one is offered.^3^

If those options are unavailable

Contact your organization’s IT help desk or Microsoft 365 administrator. Restoring an Authenticator backup does not restore work or school account credentials; the account must be registered again on the new device.^4^

Ask the administrator to use one of these supported options:

• Require MFA re-registration: In the Microsoft Entra admin center, an Authentication Administrator can go to Entra ID → Users → your account → Authentication methods → Require re-register MFA. This removes the registered Authenticator apps, phone numbers, and software OATH methods, so all required methods must be registered again.^5^
• Issue a Temporary Access Pass (TAP): If enabled by the organization, the administrator can issue a time-limited passcode that lets you sign in and register Authenticator without approving a request through the old app.^6^

With a TAP:

1. Install and open Authenticator on the new phone.
2. Select Add account → Work or school account → Sign in.
3. Sign in using the TAP supplied by the administrator.
4. Complete registration on the new phone.^7^

If this is the organization’s only administrator account and no alternative method works, contact Microsoft Support for tenant-access recovery and identity verification.^3^

After access is restored, add a backup method in Security info so changing phones does not cause another lockout.

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References

1. Microsoft Authenticator FAQs | Microsoft Support
2. [Work/school](https://support.microsoft.com/accounts-billing/security/using-outlook-mobile-to-sign-in)
3. Unable to log into Authenticator app - Microsoft Q&A
4. [Android](https://support.microsoft.com/authenticator/restore-account-credentials-from-microsoft-authenticator#what-information-is-restored-in-authenticator)
5. Manage user authentication methods for Microsoft Entra multifactor authentication
6. Configure Temporary Access Pass to register passwordless authentication methods
7. Enable passwordless sign-in with Authenticator