Got into a lockout loop: forgot password while logged out of MS Authenticator

Use the signed‑in devices and standard Microsoft account recovery paths; Authenticator itself cannot be used to break the loop.

1. Reset the Microsoft account password

• Follow the steps in How to reset your Microsoft account password via the password reset flow referenced here: Reset your password.
• Because two-step verification is enabled, be prepared to provide two verification methods (for example, a code from an alternate email or phone plus another method), as described in Reset your password when two-step verification is turned on.
• If none of the usual methods work, use the account recovery form and provide as much accurate information as possible, as outlined in the Q&A guidance.

2. Restore or re-add accounts in Microsoft Authenticator on iPhone

• Authenticator backups and restores on iOS rely on iCloud. Ensure on the iPhone:
  • iCloud Drive is enabled.
  • iCloud Keychain is enabled.
  • iCloud Backup is enabled.
• Install Microsoft Authenticator again if needed, then sign in.
• If a backup exists and is from the same device type (iOS), restore the accounts:
  • Microsoft personal accounts using only one-time password (OTP) codes will restore fully.
  • Microsoft personal accounts using passwordless sign-in, and work or school accounts, will restore only the account name; each must be signed in again.
  • Third‑party OTP accounts (Amazon, Facebook, Gmail, etc.) will restore their OTP codes.
• If restoration fails or no backup is available, re-add each account manually following the “add your accounts again” process.

3. Handle “Action required” after restore

• If Authenticator shows Action required next to an account:
  1. In Authenticator, open Accounts.
  2. Tap the affected account to open full view.
  3. Tap the tile and choose the option to sign in to recover.
  4. Enter the newly reset password and complete additional verification (email or phone code) when prompted.

4. If unable to restore Authenticator credentials

• If the issue is specifically that the iCloud account cannot be accessed or used for backup/restore, contact Apple Support via the link in the documentation.
• If Authenticator still cannot be restored for other reasons, re-add each account manually using their respective security settings pages.

5. If “Authentication did not complete” appears during sign-in

• Ensure:
  • Microsoft Authenticator is unlocked.
  • Notifications for Authenticator are enabled and not silent.
  • The app is updated to the latest version.
  • The device has a stable internet connection (try switching Wi‑Fi/mobile data).
  • Date and time settings on the device are correct.

6. If completely stuck in MFA loop with no working methods

• For personal Microsoft accounts, continue using the password reset and recovery options until successful.
• For work/school or tenant admin scenarios where no admin can reset MFA, the documented resolution is to contact Microsoft Support and have the case escalated to the Data Protection team via a support ticket or phone call, as shown in the Q&A examples.

Once the password is reset and at least one non‑Authenticator method is working (email or phone), use that method to complete sign‑in on the iPhone, then re‑enable or re‑register Microsoft Authenticator as a sign‑in method.

References:

• Restore account credentials from Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• How to use two-step verification with your Microsoft account
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A