MFA & Verification Issues

How to Fix Microsoft Authenticator Sign-In Loops on a New Phone

Adam Davis Oct 12, 2026 871 views

Question details

The user is experiencing an infinite sign-in loop when attempting to authenticate a work account using Microsoft Authenticator on a newly set-up mobile device.

How to Fix Microsoft Authenticator Sign-In Loops on a New Phone

Product: Microsoft Authenticator
Device & OS: not provided
Scenario: Accessing a work account after restoring the Microsoft Authenticator app from a cloud backup on a new mobile phone.
Observed behavior: The Authenticator app repeatedly requests authentication without successfully granting access, creating a loop that blocks the user from logging into their work account.

Before you start

Ensure you have an alternative contact method available (such as a secondary email or phone number) and the contact information for your organization's IT administrator or helpdesk.

Solution 1Recommended

Contact Your Organization's IT Administrator to Reset Authentication

The most effective way to break the sign-in loop for a work account is to have your Microsoft 365 administrator clear your old device's security registrations.

When you move to a new phone and restore the Authenticator app from a backup, the security tokens for work and school accounts do not transfer completely for security reasons. The hardware ID of your old phone is still tied to your account, causing the authentication loop. Your IT administrator must manually revoke the old device's access.

Reach out to IT Support

Contact your company's IT helpdesk or Microsoft 365 administrator via email, phone, or your internal support ticketing system.

Request an MFA Reset

Ask the administrator to use the Entra ID (formerly Azure Active Directory) portal to 'Require re-register MFA' and delete your old phone's hardware registration from your user profile.

Obtain a Temporary Access Pass

If your organization has this feature enabled, request a Temporary Access Pass (TAP) to securely log in and bypass the broken MFA prompt during your new setup.

Re-register the New Device

Once the reset is complete, open Microsoft Authenticator on your new phone, select 'Add work or school account', and follow the prompts to scan the new QR code provided by your organization.

Contact Your Organization's IT Administrator to Reset Authentication

Admin Access Required: Only administrators with the appropriate privileges in the Microsoft 365 admin center can perform this authentication reset for enterprise or educational accounts.

Solution 2

Seek Help from Microsoft Authenticator Support

If you do not have an IT administrator or if they are unable to resolve the issue, you can reach out directly to Microsoft's specialized support channels.

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Frequently Asked Questions

Why didn't my work account transfer correctly when I restored from my cloud backup?

For security reasons, Microsoft Authenticator backups only transfer the account placeholders for work and school accounts. You must re-verify or re-register the new device to generate a valid hardware-bound security token.

Can I fix the Microsoft Authenticator sign-in loop myself without contacting my admin?

Usually, no. If your work account requires strict hardware registration, the old device's registration must be manually revoked in the Microsoft 365 admin center by an authorized IT administrator before your new phone can fully authenticate.

What is a Temporary Access Pass (TAP)?

A Temporary Access Pass is a time-limited passcode issued by your IT administrator that allows you to sign in without a password or MFA. It is specifically designed to help you securely register a new authentication method, such as the Authenticator app on a new phone.

Should I keep my old phone when setting up Microsoft Authenticator on a new one?

Yes, it is highly recommended to keep your old phone intact and connected to Wi-Fi until you have successfully registered and tested the Authenticator app on your new device. This allows you to approve sign-ins during the setup process.

Login & Account Issues