How do I sign into success factors if my authenticator app is not working/signing me in?

Hello @Jemma Nicholls

Welcome to Q&A forum! I deeply understand that this loop is making it difficult for you to log into your account. I will do my best to assist you within my ability.  

To make sure I fully understand the issue you’re encountering, I’d like to confirm a few details: 

1. Verify your account type 

I see that you posted this thread in the business forum, but I’d like to reconfirm the type of account you’re using so we can provide the most accurate troubleshooting steps. Please let me know which option matches your account: 

• Personal account (e.g., @hotmail.com, @outlook.com) 
• School/Education account (e.g., @schoolname.edu) 
• Work/Business account (e.g., @yourcompany.com, @onmicrosoft.com) 

 2/ May I confirm whether your account has any other recovery options (such as SMS or phone number)? 

If you are using a "business account", the only way to regain access is to contact your "IT administrator or Global admin" and request a phone number update in the "Microsoft Entra admin center". 

In the Entra admin center, an administrator can set user accounts to require a re-enrollment of multi-factor authentication (MFA). Ask your administrator to follow the steps shown in the following article:  

Manage user authentication methods for Microsoft Entra multi-factor authentication  

Sign in to Microsoft Entra - Microsoft Entra admin center  

User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration".  

Require re-enrollment MFA: This disables all previous authentication methods. You'll then be prompted to set up a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.

If you’re unsure who the Global Admin is within your school account's organization, you can find guidance on locating them here:  

How do I find my Microsoft 365 admin? - Microsoft Support 

I highly appreciate your valuable time and your cooperation during this process 

Please let me know if I can do anything more to support you! 

If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in "our documentation" to enable e-mail notifications if you want to receive the related email notification for this thread.

If you're having trouble signing into your account due to issues with the Microsoft Authenticator app, here are some steps you can take:

1. Check for App Issues: Make sure your Authenticator app is updated to the latest version. Sometimes bugs can cause issues with sign-in.
2. Use Recovery Options: If the app is not working, you might need to use alternative recovery options. When prompted for a code from the Authenticator app, look for an option like "I can't use my authenticator app right now". This should lead you to other recovery methods, such as receiving a verification code via email or SMS, if those options are set up.
3. Contact Support: If you are stuck in a loop and cannot access your account, consider reaching out to your IT support team or Microsoft support for assistance. They can help reset your MFA settings or provide alternative ways to verify your identity.
4. Resetting MFA: If you want to remove the authentication requirement, you will need to speak with your IT department or the administrator of your account. They can help you reset or remove the multi-factor authentication settings.
5. Consider Alternative Authentication Methods: If you continue to have issues with the Authenticator app, you might want to explore other authentication methods, such as SMS or email verification, if they are available for your account.

These steps should help you regain access to your account and resolve the issues with the Authenticator app.

References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Authenticator app not sending code to my email - Microsoft Q&A