Unable to Access Microsoft Account Due to Microsoft Authenticator Verification Loop

Question

Unable to Access Microsoft Account Due to Microsoft Authenticator Verification Loop

Tanishk Savera 0

Dear Microsoft Support Team,

I am writing to request urgent assistance with accessing my Microsoft account, which is linked to my organisation's Microsoft email system.

I know my password and am able to proceed through the login process, but I am currently unable to access my account because Microsoft is asking me to verify my identity through the Microsoft Authenticator app.

The problem is that I am also unable to sign in to the Microsoft Authenticator app on my mobile device. When I try to access it, it asks me to enter a verification code. However, I cannot obtain this code because the Authenticator app itself is requiring verification.

This has effectively created a verification loop:

Microsoft login → asks for Authenticator verification → Authenticator asks for a verification code → I cannot access the code.

I have attached screenshots showing the issue. The login page is currently displaying a number (67) and asking me to approve the sign-in request in Microsoft Authenticator, while the mobile device is asking me to enter a code.

I urgently need access to this account because important academic and personal documents are stored in my OneDrive associated with this account. I am currently unable to access these files or other Microsoft services linked to my university account.

I kindly request that Microsoft Support help me regain access to the account or provide an alternative method of identity verification/MFA recovery. If this account is managed by my organisation/university, please also advise me on the appropriate process for resetting or re-registering Microsoft Authenticator.

I would be grateful if this matter could be treated as urgent, as I need access to my OneDrive documents as soon as possible.

Thank you for your assistance. I am available to provide any information required to verify my identity and ownership of the account.

Kind regards, [Moderator note: Personally Identifiable Information removed]

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1 answer

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Answer 1

Hi,

I hope you're doing well.

Sorry to hear you're having trouble signing in to your Microsoft account.

Based on the information provided, it appears that your current Multi-Factor Authentication (MFA) configuration may require a reset in order to restore access to your account.

Because you're using a work or school account, the MFA settings are managed by your university / organization's IT administrator. Unfortunately, this isn't something that can be reset from the user side.

I'd recommend reaching out to your university's/ organization's IT administrator and explaining that you're unable to sign in because you're stuck between Microsoft Teams and the Microsoft Authenticator app and are no longer receiving authentication prompts or codes.

You can specifically ask whether they can:

Reset your MFA settings
Require MFA re-registration
Remove your existing Authenticator registration so you can set it up again

You may also want to share the following Microsoft article with them: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support

User's image

Once your IT administrator resets your MFA registration, you should be able to sign in again and go through the Microsoft Authenticator setup process from the beginning, including scanning a new QR code on your device.

I hope this points you in the right direction. If you receive any updates from your IT team or run into any issues along the way, feel free to reply back with more details and I'll be happy to help further.

Best regards.