I need help with my authenticator app

I have a an issue where no code is being sent to my phone and I have gone through hell as the customer service are all telling me it cant be fixed as the whole system is automated! What a total disgrace how they can lock us out and then there are no humans to fix the issue!

This looks like a classic token desynchronization within Entra ID (formerly Azure AD). Since you are tagged as a contractor for Exelon, your account is bound to an enterprise tenant with strict conditional access policies. When your Authenticator app loses its connection or SMS routing fails, the backend identity broker still expects a cryptographic handshake from the exact device hardware ID it originally registered. If that hardware trust is broken—often by an app update, an OS patch, or a carrier blocking shortcode SMS—the automated system defaults to a hard lockout to prevent unauthorized takeovers, which is why the standard self-service recovery loops fail.

For a definitive native workaround to bypass corrupted local Web Account Manager (WAM) states, using an InPrivate or Incognito browser window to access mysignins.microsoft.com will completely decouple the login process from locally cached token failures.

Here is how you handle the enterprise lockout:

Open an InPrivate/Incognito window and attempt to log in. When it prompts for the Authenticator, immediately click "Sign in another way" to see if your IT department provisioned a secondary method, like a backup email or a YubiKey.

If no alternative methods are available, you cannot self-recover an enterprise account. The automated system will permanently block you. You must contact Exelon's IT Helpdesk and explicitly ask the admin to "Revoke MFA sessions" and "Require re-register MFA" for your specific Entra ID profile. This forces the backend to drop the dead hardware expectation.

Are you currently trying to authenticate from a managed corporate device, or is this a personal phone where you recently reinstalled or updated the Authenticator app?

Report reason: Other Terms of Use or Code of Conduct violation

Microsoft’s account verification system is malfunctioning in a way that prevents legitimate users from accessing their own accounts, personal data, and paid services. The verification method required by Microsoft (“enter the last 4 digits of your phone number to receive a code”) is not functioning. After entering the correct digits, the system displays: “Try another verification method – That method isn’t working right now.” No verification code is ever sent.

This is not a temporary block, suspicious activity, or user error. It is a system‑level failure that has been documented by thousands of users for years. Microsoft support acknowledges this is a “common issue,” yet provides no alternative verification method and no meaningful escalation. All replies from the Account Safety Team are automated templates, and no engineer reviews the case.

This situation results in a complete denial of access to personal data and paid digital services. Because Microsoft Ireland Operations Ltd. is the legal controller for Microsoft accounts outside the United States, this failure directly interferes with GDPR rights, including:

Article 12 – Transparent communication

Article 15 – Right of access

Article 16 – Right to rectification

Article 20 – Data portability

Article 24 – Controller responsibility

Article 25 – Data protection by design and default

Microsoft’s Terms of Use require the company to provide functional access to accounts, maintain accurate identity‑verification systems, and ensure users can access their own data. The current verification failure prevents users from exercising these rights and leaves them locked out indefinitely.

I am reporting this because the system failure, combined with the lack of escalation and lack of alternative verification methods, constitutes a breach of Microsoft’s own Terms of Use and Code of Conduct obligations relating to account access, data protection, and user rights.