Selecting "Can't Use My Authenticator App" only gives option to "Use Authenticator Code"

Question

Selecting "Can't Use My Authenticator App" only gives option to "Use Authenticator Code"

Harlea Price 0

I am trying to set up my work email account in Authenticator. But I am getting error messages saying "Sorry, we're having trouble verifying your account. Please try again."

Selecting "I can't use my Authenticator App" on both external browser and on the Authenticator App only gives me an option to get a verification code from the Authenticator app... which I cannot use... as per the "I cannot use my Authenticator App" selection....

So now I cannot set up my work email in the app and I cannot log in to an external browser to update my verification methods.

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2 answers

Your answer

Answer 1

Hi Harlea,

Sorry to hear you're having trouble signing in to your Microsoft account. From what you've described, it sounds like your Multi-Factor Authentication (MFA) setup may need to be reset. Because you're using a work 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 the 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 can also 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 with more details, and I'll be happy to help further.

Answer 2

Your organization’s IT administrator must reset your MFA registration or issue a Temporary Access Pass because the work account currently has no independent verification method available.

Ask IT to restore access

Send your help desk or Microsoft 365 administrator this request:

My work account is stuck in an MFA registration loop. “I can’t use my Authenticator app” only offers an Authenticator code, and I cannot access Security info. Please either Require re-register MFA for my account or issue a Temporary Access Pass so I can register Authenticator again.

Option 1: Require MFA re-registration

An Authentication Administrator can:

Sign in to the Microsoft Entra admin center.
Go to Entra ID → Users.
Select your account.
Select Authentication methods.
Select Require re-register MFA and confirm.

This removes the registered Authenticator apps, phone numbers, software OATH tokens, and hardware OATH registrations. At your next sign-in, Microsoft Entra requests registration of a new MFA method.^1^

After IT completes the reset:

Start a fresh browser session and sign in with your work account.
When prompted to secure the account, choose Microsoft Authenticator.
In Authenticator, select Add account → Work or school account → Scan a QR code.
Scan the QR code displayed in the browser.
Complete the test notification or code challenge.
If your organization permits another method, add it afterward under Security info to avoid another single-method lockout.

Option 2: Issue a Temporary Access Pass

Instead of deleting all registered methods, the administrator can issue a Temporary Access Pass (TAP). A TAP is a time-limited passcode intended to help users recover when a strong authentication method is unavailable.^2^

Once IT gives you the TAP:

Open Authenticator.
Select Add account → Work or school account → Sign in.
Enter your work email address.
Use the TAP when prompted.
Complete the registration instructions.

Microsoft documents this as a direct way to register Authenticator without first having an existing Authenticator registration.^3^

Why the current screen cannot resolve it

The “I can’t use my Authenticator app” link only displays authentication methods already registered and allowed by your organization. Since the only offered method is Authenticator, there is no usable self-service route through that screen. Reinstalling Authenticator will not create a new work-account credential: work or school credentials are not restored from Authenticator backup and must be registered again.^4^

Do not use the personal Microsoft account recovery process for this work email. Its authentication methods are controlled by your organization’s Microsoft Entra tenant.

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