Can't set up an Exchange email in my new iPhone because Authenticator is inaccessible

Dear @Jean Draper,

To ensure I understand your request correctly and to support you as effectively as possible, I need more specific information from you:

Are you a Global Admin or an end-user?

Kindly try these steps:

If you are an end-user, please contact your IT Admin to revoke your MFA. Here are the steps:

Go to Microsoft Entra admin center > Users > All users > Select the affected user.

In the panel, choose Revoke sessions > Yes

In case you do not know who your IT Admin is, please refer to this article. How do I find my Microsoft 365 admin? - Microsoft Support

If you are a Global Admin:

Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

When you speak with a real agent, they can create a ticket for you in the affected tenant and then transfer that ticket to the Data Protection team. Please provide detailed information to the Data Protection team to prove your account's ownership.

Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

If you still can't get in touch with a real person for help, help me try the following:

Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

As a moderator, I do not have the tools to investigate your specific account directly, as this is a support forum between users. Moderators and collaborators, including external Microsoft employees, may not directly intervene in the functionality of Microsoft products or access internal systems. Our role is limited to providing technical guidance on reported problems, requests, or ideas. However, I will do my best to guide you as clearly as possible.

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Follow these steps to get past the “Authenticator required” loop on the new iPhone:

1. Check why authentication is failing The message “Authentication did not complete” or similar can occur for these reasons:
   • Microsoft Authenticator is locked: Open the app directly on the iPhone and unlock it (PIN/Face ID) before trying to sign in again.
   • Notifications are silent/blocked: In iOS Settings > Notifications > Authenticator, ensure Allow Notifications is on, with alerts enabled. Also confirm the phone is not in Do Not Disturb/Focus mode.
   • Outdated app: Open the App Store and update Microsoft Authenticator to the latest version.
   • Network issues: Make sure the iPhone has a working internet connection. If Wi‑Fi is unstable, switch to mobile data (or vice versa) and retry.
   • Incorrect date/time: In iOS Settings > General > Date & Time, turn on Set Automatically so the device clock is correct.
2. Try the sign‑in again
   • Open Authenticator first and make sure it fully opens and is unlocked.
   • Then go back to the Exchange sign‑in prompt on the iPhone and retry the approval or code entry.
3. Use an alternative sign‑in method (if configured)
   • On the sign‑in screen where Authenticator is requested, choose “I don’t have my Microsoft Authenticator app” or “Sign in another way” if available.
   • Use SMS, email, or another method already configured on the account to complete MFA.
4. If Authenticator still will not open or approve
   • If this is a work/school (Microsoft Entra / Microsoft 365) account and there is an IT admin:
     • Ask the admin to reset MFA for the account in the Microsoft Entra admin center by using “Require re‑register multifactor authentication.” This forces a fresh Authenticator setup on the new phone.
   • If this is a personal Microsoft account and no other sign‑in methods work, use the password reset / account recovery flow starting from the sign‑in page and follow the prompts to regain access, then re‑add Authenticator.

Once MFA is working again (either via Authenticator or another method), remove and re‑add the Exchange account on the iPhone if needed, then sign in and approve using the restored MFA method.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A