Authenticator app issues

The loop occurs because the account is currently configured to require Microsoft Authenticator as the only second factor, but access to the app is lost.

To break this loop, one of the following must happen, depending on whether this is a personal or work/school account:

1. If this is a work or school account and there is an IT admin
   • Contact the organization’s IT administrator or helpdesk and request an MFA reset or removal of the current Authenticator registration.
   • The admin can reset MFA so that sign-in can be completed using another method (for example, SMS, email, or a new Authenticator registration).
2. If this is a work or school account and this is the only admin on the tenant
   • Microsoft’s Data Protection team must reset the MFA configuration after verifying identity.
   • Call the regional Microsoft Support number listed under Customer service phone numbers - Microsoft Support and ask the frontline agent to open a ticket with the Data Protection team for an admin who is locked out due to Authenticator.
   • When interacting with the automated system/agent, clearly state:
     • The product is Office 365 for business (or Microsoft 365 for business).
     • The account is a company account.
     • The caller is the only administrator and cannot pass MFA because Authenticator is unavailable.
   • The Data Protection team will guide through identity verification and, once verified, reset MFA or add another authentication method so sign-in can be completed and Authenticator can be reconfigured.
3. If this is a personal Microsoft account and Authenticator is not completing login
   • If an “Authentication did not complete” or similar message appears, check the following on the device (once access to the app is possible again):
     • Ensure the Authenticator app is unlocked.
     • Ensure notifications are enabled and not silent.
     • Confirm the app is updated to the latest version.
     • Verify the device has a working network connection and correct date/time settings.
   • If the password is forgotten, use the official Reset your password flow at Reset your password.

Because the account is already locked in an MFA loop, self-service options inside the Authenticator app are not sufficient. The practical resolution is to have MFA reset by either the organization’s admin tools (if another admin exists) or by Microsoft Support/Data Protection after identity verification.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authenticator Did Not Complete Login
• 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
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A