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.

How do you get in touch with a live person? I keep being sent into an Ai loop.

I spent hours trying to mess with this in, in the end, here is what worked for me: Luckily, I was signed in to my email on another computer, but I needed access on an old computer that I was not signed into to access some old One Note docs. On the computer I could access my email, I went to mysignins.microsoft.com and under security and info, manage login verification methods I deleted the Microsoft Authenticator- I removed my iphone from this, and then also deleted the authenticator app from my phone. Then when I went to log back into my email on the old computer, it prompted me to start over. Instead of using their MFA option, I chose the link in small print below that said use a different MFA. I chose the DUO mobile app instead (since I use that for some of my other apps already). Took me less than a minute to set up and now I have no issues signing in to my emails with the DUO as my MFA. Unfortunately, I am not sure how to help if you are completely logged out of your account and can't get in at all. Whenever you do figure it out, run from the Microsoft Authenticator app as soon as possible and use a more reliable one like DUO.

Have you found a solution for this? I am having the same issue, and I cannot call support as none of the 4 listed numbers work.

So I had this same issue with an account I have for school. I was able to remove the MFA without using the Authenticator app by clicking the "forgot password" feature and then there was a prompt that said somethin like "remove MFA". hope this helps

Hi there, I am facing something similar. I was locked out of the Microsoft Authenticator app. I have tried severally to add my email, but it keeps saying the password is wrong even when I know the password. The other problem is that it keeps requesting that I enter a code from the Authenticator app when I do not have access to it. It is really frustrating, as I'm not able to sign into or use any of my social media accounts. I have requested for information and tried to reclaim my account, and apparently I have to wait for 30 days for it to be effective. Unfortunately, I no longer have access to the phone number associated with the Athenticator app, and I cannot login to change it. I am stuck, and I do not know what to do, as I cannot manage my page and the charity page... Can anyone please help? Jeff D

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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54 answers

Anonymous

2025-02-12T20:51:45+00:00

How do you get in touch with a live person? I keep being sent into an Ai loop.
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Anonymous

2025-01-24T23:34:01+00:00

I spent hours trying to mess with this in, in the end, here is what worked for me:

Luckily, I was signed in to my email on another computer, but I needed access on an old computer that I was not signed into to access some old One Note docs. On the computer I could access my email, I went to mysignins.microsoft.com and under security and info, manage login verification methods I deleted the Microsoft Authenticator- I removed my iphone from this, and then also deleted the authenticator app from my phone. Then when I went to log back into my email on the old computer, it prompted me to start over. Instead of using their MFA option, I chose the link in small print below that said use a different MFA. I chose the DUO mobile app instead (since I use that for some of my other apps already). Took me less than a minute to set up and now I have no issues signing in to my emails with the DUO as my MFA.

Unfortunately, I am not sure how to help if you are completely logged out of your account and can't get in at all. Whenever you do figure it out, run from the Microsoft Authenticator app as soon as possible and use a more reliable one like DUO.
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Anonymous

2024-10-18T13:37:54+00:00

Have you found a solution for this? I am having the same issue, and I cannot call support as none of the 4 listed numbers work.
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Anonymous

2024-10-10T03:42:30+00:00

So I had this same issue with an account I have for school. I was able to remove the MFA without using the Authenticator app by clicking the "forgot password" feature and then there was a prompt that said somethin like "remove MFA". hope this helps
Was this answer helpful?

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Anonymous

2024-10-07T19:21:56+00:00

Hi there,

I am facing something similar. I was locked out of the Microsoft Authenticator app. I have tried severally to add my email, but it keeps saying the password is wrong even when I know the password. The other problem is that it keeps requesting that I enter a code from the Authenticator app when I do not have access to it. It is really frustrating, as I'm not able to sign into or use any of my social media accounts.

I have requested for information and tried to reclaim my account, and apparently I have to wait for 30 days for it to be effective. Unfortunately, I no longer have access to the phone number associated with the Athenticator app, and I cannot login to change it.

I am stuck, and I do not know what to do, as I cannot manage my page and the charity page... Can anyone please help?

Jeff D
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