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How to Fix Microsoft Authenticator Sign-In Loop for M365 Admins
Question details
The user is locked out of their Microsoft 365 or Power BI administrator account because the Microsoft Authenticator app is not generating codes, and no alternative verification methods are available.
- Product
- Microsoft Authenticator
- Device & OS
- not provided
- Scenario
- Trying to sign in to a Microsoft 365 or Power BI admin account without access to a functioning Microsoft Authenticator app.
- Observed behavior
- The login process requires a code from the Authenticator app, but the app does not provide one, trapping the user in a sign-in loop where support also requires signing in.
Verify if there are any other active global administrators on your Microsoft 365 tenant, as they can quickly reset your MFA settings without requiring Microsoft phone support.
Reset MFA via Another Administrator
If your organization has more than one global administrator, the secondary admin can revoke your current MFA sessions and prompt a re-registration.
This is the fastest method to regain access. It bypasses the need for Microsoft support by utilizing tenant-level administrative privileges.
Reach out to another user in your organization who holds Global Administrator privileges for your Microsoft 365 tenant.
Have the secondary admin sign in to the Microsoft Entra admin center (formerly Azure AD) and navigate to 'Users' > 'All users'.
The admin must select your user profile, click on 'Authentication methods', and select 'Require re-register MFA'. This will clear your broken Authenticator link.
Attempt to sign in to your Microsoft 365 account again. You will be prompted to set up Microsoft Authenticator as if it were your first time.
Contact Microsoft Data Protection Team
If you are the sole administrator of the tenant, you must contact Microsoft phone support to manually verify your identity and reset your MFA.
Maintain Productivity Offline with WPS Office
If you are locked out of your Microsoft 365 account and waiting for support to reset your MFA, you can still manage your documents using WPS Office. It is a completely free, lightweight alternative that allows you to view, edit, and create Word, Excel, and PowerPoint files locally without needing cloud authentication.
- 1. Download the software: Visit the official WPS Office website to download the free installation package for your operating system.
- 2. Open existing Microsoft files: Launch WPS Office and directly open your existing .docx, .xlsx, or .pptx files from your local drive to continue working offline.
- 3. Save in original formats: Edit your documents and save them in their original Microsoft formats to ensure total compatibility with your colleagues or clients.
Frequently Asked Questions
Why does the Microsoft Authenticator app ask for a code from itself?
This typically occurs when you replace your smartphone and restore the Authenticator app from a cloud backup. The restored app requires re-registration with your Microsoft 365 account to generate valid, active security codes.
Can I recover my sole admin account online without signing in?
No. If you are the only administrator for your tenant and your MFA method fails, you cannot use the standard online recovery tools. Microsoft requires you to contact their business support by phone to manually verify your identity for security reasons.
Are personal Microsoft accounts handled the same way?
No, personal Microsoft accounts have a different recovery process. If you lose access to a personal account, you can usually fill out an automated account recovery form online, whereas business admin accounts require direct intervention by the Data Protection team.
