Authenticator endless loop

Question

Hello,

I lost my phone that had the authenticator app installed on. I installed the app on a new phone and now I'm unable to login to my microsoft (work) account. I'm the admin of the organization...

When I choose "I don't have access to the app" option, the next page gives me the following choices:

• "Approve a request on my Microsoft Authenticator app" - I don't have access to the app...
• "I can't use my Microsoft Authenticator app right now" - gives the following options :

   - "Approve a request on my Microsoft Authenticator app" - I don't have access to the app...
   - "Use a verification code from my mobile app" - I don't have access to the app...
  

I tried to chat with a customer service agent from Office 365 and was told that this is a unique situation and requires me to open a case through the business support site. Authenticator issues are not in the choices...

What are my options going forward?

Thank you.

Answer 1

You can contact office support here.
https://support.microsoft.com/home/contact?ContactUsExperienceEntryPointAssetId=eba0b4a2-c0ae-472c-99f6-bc63ee2425a8

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Answer 2

For an account access problem then also try resetting via the account recovery form
https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Use the Get Help app here to chat online with someone
https://support.microsoft.com/ContactUs

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Answer 3

You can restore from backup but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.
https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

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