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.

I logged in as Admin and clicked on the Help in the bottom right of the page.

Where to raise the tickets? Like where do I raise my issue for the same? Any helpful links ?

Thanks Jen for responding but the affected account is the admin account. I do know the password of the admin account but after I enter the admin password the authenticator page is loaded and asks me to approve it in the app which is not accessible as I told in the above post. Hopefully you have some solution for this issue also. Thanks in advance

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.

I have the same issue with one of our staff email accounts, the user had the authenticator on his phone, He wiped the phone and got a new one, now he can't use the authenticator on the new phone, it just comes up asking to authenticate. I have tried disabling his accounts multi factor authentication but still I can't get to the users accounts section and delete the authenticator licence. because it asks to authenticate. This is becoming very frustrating. Jez.

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

2024-07-25T15:31:04+00:00

I logged in as Admin and clicked on the Help in the bottom right of the page.
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Anonymous

2024-07-25T14:03:39+00:00

Where to raise the tickets? Like where do I raise my issue for the same? Any helpful links ?
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Anonymous

2024-07-25T13:59:19+00:00

Thanks Jen for responding but the affected account is the admin account. I do know the password of the admin account but after I enter the admin password the authenticator page is loaded and asks me to approve it in the app which is not accessible as I told in the above post.

Hopefully you have some solution for this issue also.

Thanks in advance
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Anonymous

2024-07-25T11:14:03+00:00
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
1. On your authenticator app>> Click on the account and remove it.
2. On your browser search office.com
Sign in with the affected account
Setup the authenticator app.
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Anonymous

2024-07-24T14:23:22+00:00

I have the same issue with one of our staff email accounts, the user had the authenticator on his phone, He wiped the phone and got a new one, now he can't use the authenticator on the new phone, it just comes up asking to authenticate.
I have tried disabling his accounts multi factor authentication but still I can't get to the users accounts section and delete the authenticator licence. because it asks to authenticate.

This is becoming very frustrating.

Jez.
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