Authenticator App death spiral

The verification loop occurs because the only configured multifactor method is Microsoft Authenticator, and sign-in requires that same app to complete setup.

Follow these steps based on account type and admin role:

1. If this is a work or school account and there is an IT admin
   • Contact the organization’s IT administrator or Help desk and ask them to reset multifactor authentication (MFA) and require re-registration.
   • An admin can do this in Microsoft Entra ID by opening the user, going to Authentication methods, and selecting Require re-register multifactor authentication. After that, sign-in will prompt to set up Authenticator again on the new device.
2. If this is a work or school account and there are multiple admins
   • Ask another administrator to perform the same reset for the affected user account in Microsoft Entra ID.
3. If this is a work or school account and there is only one admin (and that admin is locked out)
   • The Microsoft Data Protection team must assist with resetting MFA.
   • Call Microsoft’s global customer service phone numbers listed in Customer service phone numbers - Microsoft Support and follow the IVR prompts until connected to an agent.
   • Clearly state that this is an Office 365 for business/company account, that the caller is the only administrator, and that access is blocked by Microsoft Authenticator.
   • Ask the agent to open a service request with the Data Protection team to reset the admin’s MFA.
4. If this is a personal Microsoft account
   • Use the password reset flow if the password or other verification methods are available: use the Reset your password option referenced in the Authenticator troubleshooting article.
   • If no alternative verification method is available and only Authenticator is configured, direct support from Microsoft (via the same global support phone numbers) is required to verify identity and reset security info.

Regarding the “Authentication did not complete” / “death spiral” behavior specifically, also verify the following on the device where Authenticator is installed:

1. Ensure the Microsoft Authenticator app is unlocked (no app lock or device lock blocking prompts).
2. Ensure notifications are enabled and not silent for Microsoft Authenticator so prompts can be approved.
3. Confirm the app is updated to the latest version.
4. Make sure the device has a working internet connection and correct date/time settings.

For a phone number in Australia, use the regional entry under Customer service phone numbers - Microsoft Support and follow the prompts as described in the referenced Q&A answers.

References:

• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Can't set up MFA because five devices are already registered to use an authenticator app
• Authenticator Did Not Complete Login
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A