How to fix Authenticator app so I can get into my email

Follow these steps based on the situation described (stuck in a loop where sign-in requires Authenticator, but Authenticator itself also requires verification):

1. Check for other verification methods
   When prompted to approve sign-in with Authenticator, look for options such as:
   • “Use a different verification method”
   • “I can’t use my Microsoft Authenticator app right now”
   • SMS, email code, or another app
   If any alternative method is available (text message, email code, backup phone, etc.), use that to sign in and then:
   • Go to your security info page (for personal accounts: https://account.microsoft.com/security).
   • Add another sign-in method (for example SMS or email) so you are not locked to Authenticator only.
   • Reconfigure Microsoft Authenticator from inside the security page by removing the old app registration and adding it again.
2. If this is a work/school (business) account and there is an IT admin
   Because the account is locked behind MFA and the app is not usable, the MFA registration likely needs to be reset by an administrator:
   • Contact the organization’s Microsoft 365 / Entra ID administrator.
   • Ask them to go to Microsoft Entra admin center → Users → All users → [your user] → Authentication methods → Require re-register multifactor authentication.
   • After they do this, sign in again; the system will prompt to set up Authenticator from scratch (scan a new QR code) and then you can get codes/approvals again.
3. If this is a work/school account and there is no other admin (you are the only admin)
   In this case, the MFA reset must be done by Microsoft’s Data Protection team:
   • Call Microsoft using the regional number from Customer service phone numbers - Microsoft Support.
   • When the IVR asks what the problem is, say “Authenticator” and indicate:
     • Product: Office 365 for business
     • Account type: Company account
     • You are the only administrator and have lost access because of Authenticator.
   • Ask to create a service request with the Data Protection team to reset your MFA methods.
   • After they reset MFA, sign in again and reconfigure Authenticator when prompted.
4. If this is a personal Microsoft account and there is no other sign-in method
   • Use the account recovery and password reset options starting from the sign-in page (for example, “Forgot password” or “I don’t have any of these” when asked for a code).
   • Follow the prompts to verify identity using recovery email/phone if configured.
   • Once back in the account, go to the security page and:
     • Add at least one backup method (SMS or email).
     • Remove the old Authenticator registration and add the app again.
5. If the app shows “Authentication did not complete” or no prompt appears
   When trying to approve a sign-in, also check the following on the phone:
   • Ensure Microsoft Authenticator is unlocked (open the app and unlock it if it’s protected by PIN/biometrics).
   • Make sure notifications are enabled and not silenced for Authenticator.
   • Confirm the app is updated to the latest version.
   • Ensure the device has a working internet connection (try switching between Wi‑Fi and mobile data).
   • Verify the device’s date and time settings are correct.

If none of the above works and there is no alternative verification method and no admin who can reset MFA, the only remaining path is to work with Microsoft support (Data Protection team) as described so they can verify identity and reset the authentication methods from their side.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A