Cannot access account with Authenticator because it wants me to use Authenticator to authenticate

Anonymous
2024-01-31T23:31:52+00:00

I can't post this from the account I'm having issues with, but I am trying to get an Authenticator account set up for my Office 365 account, but whenever I try to do that, it asks for the code in Authenticator. But since it isn't set up with Authenticator yet, I cannot give it a code. I'm stuck in a catch 22. I've heard I can get a new QR code if I login and look under security settings, but I cannot login without getting my code from Authenticator, which I don't have set up yet. And I called MS support and they sent me a link to do it, but it will not let me access without the Authentication code from Authenticator, which I cannot access, because it isn't set up yet.

Any help from anyone? Just switch to Google? The only reason I need to do this is because I changed the account password. It didn't need me to authenticate to do that. But it does need me to update that same password change on my phone. So stupid.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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  1. Anonymous
    2024-02-01T16:57:15+00:00

    Hi William,

    Thank you for posting in Microsoft Community

    I’m sorry to hear that you’re having trouble accessing your account. Based on my search results, it seems like you’re stuck in a loop where the Authenticator app is asking you to authenticate using the app itself.  This can happen if you’ve removed your account from the app after adding it previously. Here are some steps you can try to resolve this issue:

    1. Go to mysignins.microsoft.com and under security and info, manage login verification methods. Delete Microsoft Authenticator as an option and then re-add it^2^.
    2. Make sure you’re running the latest version of the Authenticator app. Tap Settings and make sure App updates is turned on. Make sure the device requires a PIN or biometric to unlock (lock screen). Try to re-enable faceID or fingerprint in the device settings and restart the device^3^.
    3. If the above steps don’t work, you may need to contact your Microsoft 365 admin to help you disable Multi-factor authentication for your account. Then re-enable Multi-factor authentication for your account. You may need to reinstall the Authenticator app and then set up the Microsoft Authenticator app again

    I hope this helps you regain access to your account. Let me know if you have any other questions or concerns.

    Regards,

    Roderick L

    Microsoft Moderator

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  2. Anonymous
    2024-02-06T21:03:36+00:00

    Hello William,

    We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)

    Thank you for understanding. 

    Regards,

    Roderick

    Microsoft Moderator

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  3. Anonymous
    2024-02-06T21:44:42+00:00

    Sorry, I have gotten a ticket number and have been waiting for the data protection unit to call me for 6 days now.

    I tried following your instructions, but when I go to the Security Info tab, I just get a never ending loading message.

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  4. Anonymous
    2024-02-07T01:04:00+00:00

    I called in and gave them my ticket number but I've been on hold for almost 4 hours now waiting for the data protection unit. I don't know how they think I can run my business without access to email for 6 days.

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  5. Anonymous
    2024-02-07T01:04:40+00:00

    Instead of loading, eventually it asked me to enter my passcode from Authenticator. Which isn't set up.

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