How to sign into the authenticator app on a new device when each time i try to log in, I have to verify on the app itself? loop

Hi Petros,

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. The next steps will depend on whether there are other administrators in your organization who can access the tenant.

If another administrator is available, I'd recommend contacting them and asking if they can reset the MFA settings for the affected account through the Microsoft Entra admin center. This is usually the quickest way to regain access.

For reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

If you're the only administrator and you've been locked out of the account, you'll need to contact Microsoft's Data Protection team for assistance. They are the only team authorized to help recover access in situations involving the sole administrator account.

You can find Microsoft's support numbers here:

Customer service phone numbers: Contact Microsoft customer support | Microsoft Support

When contacting Microsoft, be prepared to verify ownership of the subscription. You may be asked for information such as:

• Organization name
• Billing or payment information
• Registered phone number
• Alternate email address

Once your identity is verified, the privacy team will be able to reset your MFA settings. You can then reset your account in the Microsoft Authenticator app on your new device or choose a different authentication method to sign in.

Tips for navigating the IVR: 

In some countries, an automated voice system is used. Example of a dialogue:

• IVR: What problem is bothering you?
• Client: Lost access to the only admin account
• IVR: What product do you use?
• Customer: Office 365 for business
• IVR: School or Business Account?
• Client: Companies
• IVR: Are you an administrator?
• Client: Yes
• IVR: Is there another administrator in your organization?
• Client: No. I am the only admin in my tenant    
• IVR: Do you need to create a support ticket?
• Client: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected. If you can't get through on your first try, I suggest trying again later or at a different time.

If you're unable to reach a live support agent through your existing tenant, another option is to create a temporary Microsoft 365 trial tenant. This can provide access to the Microsoft 365 Admin Center, where you can open a support request and explain that you need assistance recovering access to a different tenant.

To create a temporary tenant, visit: Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

Follow the guided setup process to create a new account for a new tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support.

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

If your organization's subscription is from a partner or reseller: Contact the reseller's support provider to help open a service request on behalf of you instead. 

Once your Global Administrator has successfully regained access, you will be able to manage and reset the MFA methods for the other affected administrator accounts through the Microsoft Entra admin center. This is usually the quickest way to regain access. 

I hope this helps point you in the right direction. If you have any updates or additional questions, feel free to reply back and I'll do my best to assist further. 

Best regards,