Cancel 365 subscription

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Cancel 365 subscription

Accounting MRM 0

I cannot login to my 365 subscription after getting a new phone because MS Authenticator gets stuck in a loop of sending a code that I cannot get because I cannot login. Tried recovering MS Authenticator but unsuccessful.

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Answer 1

Jay1 Tran 1,700 Independent Advisor

Hi,

I hope you're doing well.

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. 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.

Because you're using a work or school 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 between Microsoft Teams and the Microsoft Authenticator app and are no longer receiving authentication prompts or codes.

You can specifically ask whether they can:

Reset your MFA settings
Require MFA re-registration
Remove your existing Authenticator registration so you can set it up again

You may also want to 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 back with more details and I'll be happy to help further.

Best regards,

Accounting MRM 0 Reputation points

2026-10-06T21:29:53.0733333+00:00

JT, Thank you for the response. This is a small business and the person that setup the two (2) licenses no longer with the company and there is no ability to reach out.

Based on other findings, it would appear the only recourse is to block the recurring credit card charges and setup a new Business 365 subscription.

Unless someone has a different resolution. Thank you in advance for all help.
Jay1 Tran 1,700 Reputation points Independent Advisor

2026-10-06T22:44:49.1566667+00:00
Hi,

Thank you for your response.

If the person who setup the tenant left your organization, Microsoft's Data Protection team can help verify your identity and assist with restoring access to the account. Once access has been recovered, you can assign admin roles to other users in your tenant as needed.

You can try reaching out to the Global Customer Service phone: Customer service phone numbers - Microsoft Support.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

What kind of problem are you experiencing?

Answer: Authenticator

What products do you use?

Answer: Office 365 for business

Is this for an education or company account?

Answer: For companies

Are you an administrator?

Answer: Yes

Are there any other administrators in your organization?

Answer: No. I am the only admin in my tenant

Do you need a... Service request?

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.

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.

I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.

Hope you're able to get this resolved soon.