I posted this a few days ago, but I guess it was closed. But here is what is going on: 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. Roderick L replied with this recommendation: 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: 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^ . 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^ . 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. And then it was closed without me replying. But I did finally get a ticket number and was told the Data Protection Unit would call me to resolve it within 24-48 hours. That was 6 days ago and nothing. I'm currently on hold after giving them my ticket number and I've been on hold for 4 hours. The hold music is driving me insane. I did what Roderick recommended, but when I clicked on teh Security and Info option, I just got a loading message. Eventually, it did ask me to login to view it, but then it wanted my passcode from the Authenticator app. Which obviously isn't set up and won't work. I don't know how Microsoft can expect me to run my business with no access to email for 6 days and counting.

All the "solutions" here are to log in to the admin account and change settings. The issue we're having is that we can't log in at all. I'm stuck in a never ending loop of authentication ending with "We couldn't sign you in, Please try again." And if I click "Can't access your account?" it brings me to a webpage starting with https://passwordreset.microsoftonline.com that doesn't load. It's very frustrating.

When in the 365 Admin pages, in the bottom right there is a Help and support button, this is where the support link is. after typing in a brief description of the error and pressing return it will give you a contact support option which links by email or phone.

I did and posted it on here... Just spoken to Microsoft support, they were really helpful and sorted it, here it their answer :- Issue description: Setup authenticator on the phone Resolution Steps: 1.Login to admin center>> Users>> Active user>> Click the box in front the affected user>> Click on multifactor authentication>> Click on the user>> Manage user setting>> Click on the first two option>> Save On your authenticator app>> Click on the account and remove it. On your browser search office.com Sign in with the affected account Setup the authenticator app. People aren't being very clear about what admin center is being refered to in here, because Microsoft has dozens. You're refering to the old Azure MFA page, at windowsazure.com. Many people are working in Entra, Intune, the new Azure portal, and it looks very diffrent. Moreover, you don't need to have them remove the old account from the device. You can register the account again and it will update the older registeration. Go to the Intune Admin Center (you may find it on the Entra or Azure admin pages), find the user by name, click on " Authentication Methods ", then in the upper part of this new page, look for " Require re-register multifactor authentication ". Click on that and it will clear out all old MFA registrations. Then have the user try signing in again on the computer or wherever they're trying to log in. It will take their password then tell them to register an MFA method. They then select authenticator, it gives them the QR code. On the phone, they tap on the + sign in the upper right. They don't need to clear out the old account, just have them add a new one. Once they scan the QR code, it will overwrite the old account/token on the phone.

I am stuck in the same situation as your staff, my phone fell and now it is broken beyond repair, so I cannot acess authetificator.... I am losing my mind, if you two find the solution please let me know..

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

Anonymous

I posted this a few days ago, but I guess it was closed.

But here is what is going on:

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.

Roderick L replied with this recommendation:

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:

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^.
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^.
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.

And then it was closed without me replying. But I did finally get a ticket number and was told the Data Protection Unit would call me to resolve it within 24-48 hours. That was 6 days ago and nothing. I'm currently on hold after giving them my ticket number and I've been on hold for 4 hours. The hold music is driving me insane.

I did what Roderick recommended, but when I clicked on teh Security and Info option, I just got a loading message. Eventually, it did ask me to login to view it, but then it wanted my passcode from the Authenticator app. Which obviously isn't set up and won't work.

I don't know how Microsoft can expect me to run my business with no access to email for 6 days and counting.

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous

2024-08-29T13:57:35+00:00

All the "solutions" here are to log in to the admin account and change settings. The issue we're having is that we can't log in at all. I'm stuck in a never ending loop of authentication ending with "We couldn't sign you in, Please try again." And if I click "Can't access your account?" it brings me to a webpage starting with https://passwordreset.microsoftonline.com that doesn't load. It's very frustrating.
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Anonymous

2024-08-15T15:17:10+00:00

When in the 365 Admin pages, in the bottom right there is a Help and support button, this is where the support link is.

after typing in a brief description of the error and pressing return it will give you a contact support option which links by email or phone.
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Anonymous

2024-08-15T14:30:30+00:00
I did and posted it on here...
Just spoken to Microsoft support, they were really helpful and sorted it, here it their answer :-

Issue description:
Setup authenticator on the phone

Resolution Steps:
1.Login to admin center>> Users>> Active user>> Click the box in front the affected user>> Click on multifactor authentication>> Click on the user>> Manage user setting>> Click on the first two option>> Save

On your authenticator app>> Click on the account and remove it.

On your browser search office.com

Sign in with the affected account
Setup the authenticator app.
People aren't being very clear about what admin center is being refered to in here, because Microsoft has dozens. You're refering to the old Azure MFA page, at windowsazure.com. Many people are working in Entra, Intune, the new Azure portal, and it looks very diffrent.

Moreover, you don't need to have them remove the old account from the device. You can register the account again and it will update the older registeration.

Go to the Intune Admin Center (you may find it on the Entra or Azure admin pages), find the user by name, click on "Authentication Methods", then in the upper part of this new page, look for "Require re-register multifactor authentication". Click on that and it will clear out all old MFA registrations.

Then have the user try signing in again on the computer or wherever they're trying to log in. It will take their password then tell them to register an MFA method.

They then select authenticator, it gives them the QR code. On the phone, they tap on the + sign in the upper right. They don't need to clear out the old account, just have them add a new one. Once they scan the QR code, it will overwrite the old account/token on the phone.
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2 people found this answer helpful.

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Anonymous

2024-08-14T12:42:43+00:00

I did and posted it on here...
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Anonymous

2024-08-13T16:50:44+00:00

I am stuck in the same situation as your staff, my phone fell and now it is broken beyond repair, so I cannot acess authetificator.... I am losing my mind, if you two find the solution please let me know..
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2 people found this answer helpful.

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