Authenticator App not working and needs an Authenticator App code to fix

Question

Authenticator App not working and needs an Authenticator App code to fix

Jim Mahoney 0

I changed my password on Teams and now I can't get back in because it asks for an authenticator code but my Authenticator App isn't giving me one.

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2 answers

Your answer

Answer 1

This is usually a sign-in loop between Teams and Microsoft Authenticator after a password change or when the Authenticator app is not completing approval correctly.

Try these steps in order:

Open Microsoft Authenticator and make sure it opens normally, is responsive, and the account is still listed.
Make sure notifications are enabled for Authenticator. Silent or disabled notifications can prevent the approval prompt from appearing.
Update Microsoft Authenticator to the latest version from the device app store.
Check the device network connection. If using mobile data, switch to Wi‑Fi, and if using Wi‑Fi, try mobile data instead. Make sure Airplane mode is off.
Verify the device date and time are correct.
Restart the device.
If using a work or school device, also update Company Portal and make sure the device is compliant.
In Teams, select the Sign in banner or button and complete the sign-in again. If the sign-in window does not open, check the taskbar notification area for the Teams icon with a badge. If needed, quit and reopen Teams.

Important: approving an MFA prompt normally does not require signing in again to Authenticator if that work or school account is already registered on the device. If the account was removed, the phone was changed, the app was reset, or the app was reinstalled, self-service recovery may not work.

If Authenticator still does not provide the code or prompt, use another verification method if the sign-in screen offers one, such as SMS or another registered method.

If no other verification method is available, the next step is to contact the organization’s IT admin or helpdesk and ask them to clear or reset the MFA registration so Authenticator can be set up again. For work or school accounts, this is the supported path when stuck in this loop.

Before contacting support, send logs from Authenticator: open the app menu and select Send feedback.

Answer 2

Ivory 1,825 Independent Advisor

Hi Jim,

From what you've described, it sounds like your Multi-Factor Authentication (MFA) setup may need to be reset.

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

I'd recommend reaching out to your 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

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.

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Jim Mahoney 0 Reputation points

2026-09-20T14:46:26.6466667+00:00

It is only me and my boss. I am the closest thing we have to an IT administrator.
Ivory 1,825 Reputation points Independent Advisor

2026-09-20T20:02:08.29+00:00
Hi Jim,

If your account is an admin account and there are no other available global administrators in your tenant, then the only way to regain access is contact Microsoft support. Please try locating the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

What kind of problem are you experiencing?

Answer: Authenticator

What products do you use?

Answer: Office 365 for business

Is this for an education or company account?

Answer: For companies

Are you an administrator?

Answer: Yes

Are there any other administrators in your organization?

Answer: No. I am the only admin in my tenant

Do you need a... Service request?

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.

I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected. If you can't get through on your first try, I suggest trying again later or at a different time.

In case you are unable to contact the frontline support:

Consider signing up for a trial subscription to create a new tenant. Once set up, you can access the new tenant's admin console and submit a support ticket to speak with the data protection team on behalf of the previous tenant. Once your issue is resolved, please remember to cancel the trial subscription to avoid any unintended charges.

If your organization's subscription is from a partner or reseller: Contact the reseller's support provider to help open a service request on behalf of you instead.

I know being locked out of the only admin account can be stressful, but contacting the Data Protection team is the correct path forward in this scenario.

I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.

Hope you're able to get this resolved soon.