How can I restore the settings in the authenticator app?

Bart van Leijen 20 Reputation points
2026-06-01T12:55:47.3366667+00:00

I have a 365-business basic account, but am unable to log in. Appartly have done something wrong with installing the authenticator. When trying to log in, Window asks to give the code of the authenticator, but it isn't there in the app. The authenticator says that this account has not been verified and in trying to do so, I end up with again the question to use to code of the authenticator. How can I get out of this loop?

Microsoft 365 and Office | Subscription, account, billing | For business | Other
0 comments
Answer accepted by question author
Anonymous
2026-06-01T13:29:09.8333333+00:00

Hi @Bart van Leijen,      

Thank you for posting your question in the Microsoft Q&A forum.        

Regarding that you can't log in to your account due to Microsoft Authenticator is. I’d like to ask a quick questions to better understand your situation and assist you effectively:   

Could you please clarify whether you are an end user or an admin?            

If you are an end user I would recommend you contact your account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:   

Sign in to Microsoft Entra admin center with the admin account  

  1. Go to Users 
  2. Select the affected user account  
  3. Open Authentication methods  
  4. Revoke sessions  
  5. Select Require re‑register MFA  
  6. Save the changes                

Revoke MFA sessions and require re-register in the Microsoft Entra admin center                   

User's image

You could refer this article for a better view: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…  

If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.                       

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.                  

Thank you again for your time and understanding.              

I really appreciate your patience, and I’m here to help. Looking forward to your response!                        

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".                 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread            

Was this answer helpful?

1 person found this answer helpful.
0 comments

1 additional answer

Sort by: Newest
Most helpful Newest Oldest

  1. AI answer

    2026-06-01T12:56:02.0866667+00:00

    For a Microsoft 365 Business account, the 6‑digit code or approval must come from a correctly registered Microsoft Authenticator entry. Right now the account in Authenticator is not fully verified, so it cannot provide a code and the sign‑in keeps looping.

    Use these steps depending on what options are still available:

    1. Check for any other sign‑in method
      If SMS, phone call, or another method was configured, use that instead of the Authenticator prompt to sign in once. After signing in, go to your security/MFA settings and reconfigure the Microsoft Authenticator app from scratch.
    2. If there is an IT admin for the tenant
      Ask the Microsoft 365/Entra ID administrator to reset your MFA:
      • In Microsoft Entra admin center, go to Users → All users → [your user] → Authentication methods.
      • Select Require re‑register multifactor authentication.
        Next time you sign in, the portal will guide you to set up Authenticator again with a new QR code, which will fix the “not verified / no code” loop.
    3. If you are the only administrator on the tenant
      In that case, only Microsoft’s Data Protection team can reset your MFA:
      • Call Microsoft using the regional Customer service phone numbers and ask frontline support to open a ticket with the Data Protection team to reset your MFA for your business tenant.
      • When navigating the phone IVR, indicate:
        • Product: Office 365 for business
        • Account type: Company account
        • Role: Administrator
        • Situation: Only admin, locked out due to Authenticator / MFA loop
      If you cannot reach an agent, one documented workaround is:
      • Create a new trial Microsoft 365 tenant (separate from your locked tenant).
      • Sign in to the new tenant’s Microsoft 365 Admin Center.
      • Use Help & support to open a ticket and clearly state that you are locked out of a different existing tenant as the only admin and need the Data Protection team to reset MFA on that original tenant.

    Once MFA is reset by an admin or by Microsoft, sign in again, choose to set up Microsoft Authenticator, scan the new QR code, and the app will then show valid codes instead of the “not verified” state.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.