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How to Fix Microsoft 365 iPhone App Keeps Asking for Password
Question details
The user is unable to sign in to the Microsoft 365 mobile app on an iPhone due to an authentication loop involving the Microsoft Authenticator app.
- Product
- Microsoft 365 App
- Device & OS
- iPhone (iOS)
- Scenario
- Attempting to sign in to the Microsoft 365 application on an iPhone for work or personal use.
- Observed behavior
- The app repeatedly prompts for a password and redirects to Microsoft Authenticator, but fails to complete the sign-in process and loops back. Reinstalling the app does not resolve the issue.
Ensure your iPhone is connected to a stable Wi-Fi or cellular network and that you have your current Microsoft 365 login credentials available.
Clear Stored App Credentials and Update Applications
Clearing stale login data and updating both the Microsoft 365 and Authenticator apps resolves most credential loops on iOS devices.
Authentication loops on iOS are frequently caused by corrupted or outdated credential tokens stored in the device's keychain. Simply reinstalling the app often leaves these stale tokens behind.
Open the App Store on your iPhone. Search for 'Microsoft 365' and 'Microsoft Authenticator'. Tap 'Update' if a newer version is available for either app.
Open your iPhone's main 'Settings' app. Scroll down and tap on 'Microsoft 365' (or Office). Look for a 'Reset' option and toggle on 'Clear Login Credentials'.
Turn off your iPhone completely and turn it back on. This ensures all background cache processes related to the Microsoft apps are completely refreshed.
Launch the Microsoft 365 app again and enter your email and password to trigger a fresh authentication request to the Authenticator app.
Re-configure Your Account in Microsoft Authenticator
Removing and re-adding your account in the Authenticator app can fix broken sync links causing the infinite redirect.
Verify Organizational Policies with Your IT Administrator
If you are using a work or school account, background security policies might be blocking the login process without showing a specific error.
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Frequently Asked Questions
Why does my iPhone keep redirecting to Microsoft Authenticator without signing in?
This typically occurs due to stale, corrupted login credentials cached in the iOS keychain, or a version mismatch between the Microsoft 365 app and the Authenticator app that breaks the communication handoff.
Will deleting the Microsoft Authenticator app fix the login loop?
Deleting the Authenticator app might temporarily stop the redirect, but if your organization requires Multi-Factor Authentication (MFA), you will still need it to sign in. It is far more effective to clear app credentials and update both apps.
How do I clear Microsoft 365 app cache on an iPhone?
iOS does not have a universal 'Clear Cache' button. To clear credentials, go to your iPhone Settings, scroll down to the specific Microsoft app (like Microsoft 365, Word, or Excel), and toggle the 'Clear Login Credentials' option. Alternatively, offload the app via Settings > General > iPhone Storage.
Can conditional access policies cause this login issue?
Yes. If you are using a work or school account, your IT administrator may have configured conditional access policies that block sign-in if your device doesn't meet certain security requirements, which often results in a silent authentication loop.
