Authenticator Stuck in Loop

Question

Authenticator Stuck in Loop

Matthasaqq 331

My Authenticator recently stopped working properly. This happened after I switched to a new phone. iPhone 12 to iPhone 14.

When I try to log into my work email, it says I need to use Authenticator to authenticate. When Authenticator pops up…it also asks me to authenticate via Authenticator.

I’m assuming there’s some kind of app refresh or permission that needs to be unlocked.

I’ve uninstalled and reinstalled the app. And I’ve reset my phone. I’ve tried searching the forums, going through Chat, and even calling (which pointed me back to Chat…because MSFT doesn’t support calls??). Nada.

Can anyone help?

Steve A 75 Reputation points

2023-06-24T10:54:13.3966667+00:00

The microsoft authenticator app is the biggest joke and piece of junk software I have ever used. I had the same issue as above and tried every method possible to get my outlook/office 365 email reconfigured on my new phone. App kept going in circles repeatedly. The authentication app kept telling me to open the authentication app and enter the code even though I was ALREADY IN THE AUTHENTICATION APP! So stupid. Eventually, after multiple errors and cancelling out, the outlook app magically appeared to have been set up. What an awful experience.

I wish my organization would ditch office 365 once and for all.
Nitin Sud 10 Reputation points

2023-07-29T14:39:07.0366667+00:00

I'm having the same problem. Been using email on my phone for several months (since switching from Rackspace directly to Microsoft). Suddently it wants me to authenticate and go through some security verification process. I'm going in loops. There are multiple ways to "authenticate," I get multiple codes (a six digit code, a two digit code, and then another longer one), but in an endless loop. This is the most frustrating thing. I didn't even do anything different to cause the authentication thing to kick-in. What alternatives are reasonable alternatives to Microsoft?
Patricia Liddell 0 Reputation points

2023-08-11T02:35:36.85+00:00

Thank you so much. I've tried so many of the hints online and this was the first one to work.
Rose Petal 10 Reputation points

2023-08-23T02:18:27.2633333+00:00

This app is nothing more than a virus. It has now stopped me from working and I cannot access my accounts. Just waiting for MS to ask for $$ to fix. I'm not an IT person and just want to get on with my work.
Silke Tulpin 0 Reputation points

2023-10-21T20:42:38.92+00:00

Thank you from the bottom of my heart. I dropped my phone yesterday and like that wasn't enough, I wasn't able to go in to my work mail, Smartschool and Teams on my back up phone. I'm happy my English and IT-talent is good enough to understand your explanation. It WORKS!
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Berges, James 0 Reputation points

2023-11-15T01:08:00.23+00:00

I am caught in the same loop, ridiculous, locked out of work email
Kim Ngo 10 Reputation points

2023-12-27T03:34:49.99+00:00

Hi! I had the same nightmare and was able to call the service center, any MS service number will do. The key is to ask for "AZURE" help when prompted to specify an MS product. This took me directly to a person who was able to assist
Anonymous

2024-06-20T11:16:27.5133333+00:00

Restarting my Phone worked for me
Sergo Kohal 0 Reputation points

2024-07-09T16:10:32.6+00:00

I changed my iphone and during iphone data transferr to new iphone i factory reset my old iphone. After that i was not able to use my main outlook account and mu authenticatio app was empty of accounts. I was not able to sign in without auth app, cause stupid microsoft recovery wants to use authenticatio app even if i dont have accounts in it. I tries million times all other ways and im not even going to describe what and how much i tried. Microsoft account recovery is stupiest and worse IT and security solution ever created. I have no access to my meil, where are my invoices and all important data. I truly dont ever recommend Microsoft. I will cancel my family membership, if this stupid MS does not help me. Somehow i managed to open ticket to solve this issue but it says 30 days. Omg 30 days. Back in mid age with microsoft

7 answers

Your answer

Steve A 75 Reputation points

2023-06-24T10:54:13.3966667+00:00

The microsoft authenticator app is the biggest joke and piece of junk software I have ever used. I had the same issue as above and tried every method possible to get my outlook/office 365 email reconfigured on my new phone. App kept going in circles repeatedly. The authentication app kept telling me to open the authentication app and enter the code even though I was ALREADY IN THE AUTHENTICATION APP! So stupid. Eventually, after multiple errors and cancelling out, the outlook app magically appeared to have been set up. What an awful experience.

I wish my organization would ditch office 365 once and for all.
Nitin Sud 10 Reputation points

2023-07-29T14:39:07.0366667+00:00

I'm having the same problem. Been using email on my phone for several months (since switching from Rackspace directly to Microsoft). Suddently it wants me to authenticate and go through some security verification process. I'm going in loops. There are multiple ways to "authenticate," I get multiple codes (a six digit code, a two digit code, and then another longer one), but in an endless loop. This is the most frustrating thing. I didn't even do anything different to cause the authentication thing to kick-in. What alternatives are reasonable alternatives to Microsoft?
Patricia Liddell 0 Reputation points

2023-08-11T02:35:36.85+00:00

Thank you so much. I've tried so many of the hints online and this was the first one to work.
Rose Petal 10 Reputation points

2023-08-23T02:18:27.2633333+00:00

This app is nothing more than a virus. It has now stopped me from working and I cannot access my accounts. Just waiting for MS to ask for $$ to fix. I'm not an IT person and just want to get on with my work.
Silke Tulpin 0 Reputation points

2023-10-21T20:42:38.92+00:00

Thank you from the bottom of my heart. I dropped my phone yesterday and like that wasn't enough, I wasn't able to go in to my work mail, Smartschool and Teams on my back up phone. I'm happy my English and IT-talent is good enough to understand your explanation. It WORKS!
Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
Berges, James 0 Reputation points

2023-11-15T01:08:00.23+00:00

I am caught in the same loop, ridiculous, locked out of work email
Kim Ngo 10 Reputation points

2023-12-27T03:34:49.99+00:00

Hi! I had the same nightmare and was able to call the service center, any MS service number will do. The key is to ask for "AZURE" help when prompted to specify an MS product. This took me directly to a person who was able to assist
Anonymous

2024-06-20T11:16:27.5133333+00:00

Restarting my Phone worked for me
Sergo Kohal 0 Reputation points

2024-07-09T16:10:32.6+00:00

I changed my iphone and during iphone data transferr to new iphone i factory reset my old iphone. After that i was not able to use my main outlook account and mu authenticatio app was empty of accounts. I was not able to sign in without auth app, cause stupid microsoft recovery wants to use authenticatio app even if i dont have accounts in it. I tries million times all other ways and im not even going to describe what and how much i tried. Microsoft account recovery is stupiest and worse IT and security solution ever created. I have no access to my meil, where are my invoices and all important data. I truly dont ever recommend Microsoft. I will cancel my family membership, if this stupid MS does not help me. Somehow i managed to open ticket to solve this issue but it says 30 days. Omg 30 days. Back in mid age with microsoft

Answer 1

Anonymous

I have my biz email set up through my GoDaddy account, and I was able to access the email through that account and turn off the security defaults, which allowed me to log in without the authenticator prompt.

0 comments

Answer 2

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Answer 3

Brian Reynolds 5

I encountered this problem on an Exchange account that I have administrator access to (via Microsoft admin panel).

The solution for me was:

(1) Go to admin.microsoft.com and sign into administrator account

(2) Click "Show all" on left side

(3) Click Identity (left side)

(4) Click Users (left side)

(5) Click "All users" (left side, underneath user)

(6) Select the account of the user w/ the problem

(7) Click "Authentication Methods" ( in the column on the left in the new area -- kind of a new middle-left column)

(8) "Revoke Multifactor Authentication Sessions" (from top bar)

(9) "Require re-register Multifactor Authentication" (from top bar)

(10) Now open a new "private browsing tab" (or if the user isn't you, you can have them do it)

a. Go to office.com

b. Begin signin - I suggest picking "use-a-different-authenticator" and using Google, but anyway

c. You'll do the usual scan-the-code procedure to configure Google Authenticator (or Microsoft Authenticator if you're bold)

d. After that user should be good to go signing in on their iphone

Azmachine 0 Reputation points

2025-10-30T11:55:42.99+00:00

THANKS!!! This was a massive help and sorted the issue for one of my team members - I don't know you but I do love you :)
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Answer 4

Anonymous

Restarting my phone worked for me. Hope this helps others.

0 comments

Answer 5

Matthasaqq 331

Figured it out.

Had to…

reinstall the app
Log into my MS Office account from my laptop
Go to security info
Add a new sign-in method for Authenticator

Doing this overwrites the existing work account. And I now have access.

Very much appreciate the help from the community.

Frustrating that I had to burn half a day to figure it out. MS should really provide some level of audio support. Ultimately, it’s a quick solve if you know what to do.

Joyce P 0 Reputation points

2023-03-18T20:16:14.87+00:00

I just created an account just to like this answer. It has really saved me ! Thank you !
Nick Torres Beltran 0 Reputation points

2023-04-19T21:02:53.9466667+00:00

I have the same problem. The thing is my security info was outdated and I had to update my info. For some reason it takes up to a month to update my security info and now I can't get into my MS Office account. Now I'm back to square one.
Abigail Yoder 20 Reputation points

2023-06-28T16:38:06.4066667+00:00

I'm stuck in a similar situation, but unfortunately when I try to update security info, it also asks me to verify using Authenticator. Any ideas from there?
Robert Lovasz 15 Reputation points

2023-10-12T11:24:29.27+00:00

And can you tell me how did you do step #2 ? login to your account ?

I can't because it wants me to authenticate via the app.
Steven Fry 0 Reputation points

2023-10-16T04:37:12.1966667+00:00

This "solution" makes no sense. If Authenticator is not working, explain how you could log in on your laptop.
Kr 0 Reputation points

2023-11-06T17:26:57.3133333+00:00

Robert Lovasz and Steven Fry, log into office.microsoft.com, then select your avatar at top right of window, then select "view account", then select "security info" from menu on left side of window. From there you can manage your authentication methods, including deleting and recreating a broken method. It might also be helpful to review the "devices" menu option from menu on left side of window.
Berges, James 0 Reputation points

2023-11-15T01:09:23.7133333+00:00

Crazy that they haven’t fixed this looping problem, having the same issue with my new iPhone 15 Pro, can’t get into work email or calendar
PC 0 Reputation points

2023-11-20T21:20:57.6366667+00:00

I'm having the same problem. I had to go into my wife's account just to add my voice to this thread and say that none of the solutions work. As long as we can't get authenticator to work, we can't sign in to anything!
Elif Coskun 0 Reputation points

2024-02-17T19:01:05.6633333+00:00

You are a true saint!
HappyDog 0 Reputation points

2024-07-08T19:12:13.36+00:00

None of solutions suggested here worked.
I asked my company's domain admin to reset the two factor login method on my Microsoft account. Then all fixed. The loop is gone!
poppy pramita 0 Reputation points

2024-07-09T08:10:26.6+00:00

same question :

Can you tell me how did you do step #2 ? login to your account ?

I can't because it wants me to authenticate via the app.

my account domain : xxx.onmicrosoft.com

my account is considered unregistered.
Angie B 0 Reputation points

2024-10-06T21:57:04.41+00:00

Thank you @Matthasaqq I was going insane over this issue! Your half day working this out is so appreciated, thank you again
Childs, Jack Gerald 0 Reputation points

2024-11-24T21:45:15.4933333+00:00

this really saved me
Sarah Stone-Francisco 0 Reputation points

2024-11-24T23:19:46.48+00:00

I tried a bunch of other suggestions to no avail. BUT THIS ONE WORKED!!! Thank you so much!!!
Chris Evans 0 Reputation points

2024-12-02T17:15:06.7+00:00

For the ones who are stuck in the loop and cant access security info. I went through teams. That would allow me to update settings with the Authenticator app.
Fred Pierre 0 Reputation points

2025-05-01T19:49:11.55+00:00

If you are an enterprise worker, you can ask your admin to add your phone number as a verification method. When Authenticator tries to verify, choose to use an alternate method, text message verification to the phone number you specified.
KYM CHARLESWORTH 20 Reputation points

2025-10-17T23:11:27.2933333+00:00

A complete POS for having such a loop. If you have a Microsoft 365 Developer subscription (personal) and your Administrator login is in the Authenticator loop of death, then Microsoft's Data Protection Team advises you have to delete your subscription. Whoever coded this POS and whatever QA manager let this abomination out the front door should be bundled into the nose of a rocket and fired into the sun.