I had to reset my phone and now I cannot get into my outlook work email. It says it’s signing me but can’t complete process

Question

I had to reset my phone and now I cannot get into my outlook work email. It says it’s signing me but can’t complete process

Lacroix, Katie (EHR - Core OBGYN) 0

I cannot get into my work email after reset I g my phone.

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3 answers

Your answer

Answer 1

Hello @Lacroix, Katie (EHR - Core OBGYN),

At the moment, Microsoft is actively investigating a widespread Microsoft 365 service incident (MO1550821) that is affecting Exchange Online and several other Microsoft 365 services. Based on the latest update from Microsoft, users may experience intermittent problems accessing their mailboxes through Outlook, including mobile connections, as well as delayed email delivery.

Microsoft has reported continued improvement in service availability, with email queues significantly reduced and approaching normal levels. However, some users may still experience intermittent access issues while recovery continues.

Since this incident may be related to the issue you're experiencing, I recommend checking with your IT administrator. They can go to the Microsoft 365 admin center > Health > Service health and check incident MO1550821 to confirm its current status and whether your organization is affected.

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The latest Microsoft update was provided on November 13, 2026 at 9:01 PM GMT+7, and the next update is expected by 10:00 PM GMT+7.

If you are still experiencing this issue, please keep in mind that some users or regions may continue to be affected while Microsoft completes the recovery process. I recommend contacting your IT administrator and asking them to check Microsoft 365 admin center > Health > Service health for incident MO1550821. If your organization is still affected, they can also use the options available in Service health to report the issue to Microsoft.

Thank you for your patience and understanding while Microsoft continues working to fully restore the affected services.

Best regards,

Answer 2

Lacroix, Katie (EHR - Core OBGYN) 0

Not working or showing qr code

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Answer 3

Add the work account by generating a new Microsoft Authenticator QR code from the Security info page, rather than using Sign in inside Authenticator, because your organization’s policy is blocking that in-app registration method.

Register Authenticator again

Since you can access the account from another browser or device:

Install or open Microsoft Authenticator on the reset iPhone.
On the other device, open the Security info page: https://mysignins.microsoft.com/security-info
Sign in with your work account.
Select + Add sign-in method.
Choose Microsoft Authenticator, select Add, and then select Next until the QR code appears.
On the iPhone, open Authenticator and select: + → Work or school account → Scan QR code.
Scan the QR code displayed on the other device.
Return to the browser, select Next, and approve the test notification in Authenticator. A successful test updates the account’s security information.^1^

Then reopen Outlook and add the work account again. The sign-in should now send approval requests to the newly registered Authenticator installation.

The message about a restricted location or device specifically indicates that your administrator has not enabled credential-based registration for you or has applied a Conditional Access policy. In that situation, QR-code registration through Security info is the documented alternative.^2^

If Security info requests approval from the erased Authenticator

Contact your organization’s IT help desk and ask them to:

Open Microsoft Entra admin center.
Go to Entra ID → Users.
Select your user account.
Select Authentication methods.
Choose Require re-register MFA.

This removes the old Authenticator registration and prompts you to configure MFA again at your next sign-in.^3^

After the administrator completes that action, repeat the QR-code registration steps above. Do not repeatedly reinstall Authenticator; reinstalling it does not remove the old device registration stored in your organization’s Microsoft Entra tenant.

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