Can you please help me get out of the login loop for Authenticator?

Gerco Wassink 0 Reputation points
2025-12-24T15:16:46.4833333+00:00

Hi,

Due to a broken screen on my Samsung smartphone, I'm unable to use the Authenticator feature anymore. I have tried to connect on my new phone, and it seems I got stuck in a loop. I have used my business email address to log in. Next, I see various options (such as passwordless use of the app). After clicking this option (or any of the other ones), I must approve a request to sign in (a two-digit number), but I simply can't because it's the very same app. I suppose the code is displayed on my old phone, but I can't use it anymore. I guess I should log out from that phone, but I don't know how.

When tapping the 'I cannot use my Microsoft Authenticator app at the moment' option, I get the option to use a verification code, but this causes the same problem: the code is most likely displayed on the phone with the broken screen that I have no access to.

Please let me know if you can be of assistance, as I need access to the Authenticator app to be able to finish my work on time (before Christmas).

Best regards,

Gerco

Microsoft Security | Microsoft Authenticator

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