When did Microsoft become completely useless??

The sign-in loop happens when Microsoft Authenticator is the only verification method and the account is still expecting approvals from the old device.

To break out of the loop and get back into the account, use one of these supported paths:

1. Try alternative verification methods

• On the sign-in screen, when asked to approve in Authenticator, look for a link such as “I can’t use my Microsoft Authenticator app right now” or “Use a different verification option”.
• If SMS, email code, or another method is configured on the account, select it and complete sign-in that way.
• If verification codes are not arriving or other methods are blocked, follow the guidance in Troubleshoot Microsoft verification code issues to resolve blocks or delivery problems. For example:
  • If seeing “Try another verification method”, wait and avoid repeated attempts, try another network, or use the sign-in helper:
    • Troubleshoot Microsoft verification code issues

2. If locked out and Authenticator is the only method If there is no working backup method and Authenticator on the old phone is unavailable, the account’s MFA needs to be reset by Microsoft support (Data Protection team) if this is a work/school or business tenant and you are the only admin.

Steps from the documented process:

• Call Microsoft’s customer service phone number for the region (see Customer service phone numbers - Microsoft Support in the referenced Q&A answers).
• When navigating the automated system, clearly state that the problem is with Microsoft Authenticator and that access to the account is blocked.
• For business/tenant accounts, answer along these lines when prompted:
  • Product: Office 365 for business / company account
  • Role: Administrator
  • Other admins: No, only one admin
  • Request: Need a service request and MFA reset / Data Protection team
• The Data Protection team can verify identity and reset MFA so Authenticator can be set up again on the new phone.

3. If still able to sign in somewhere with password + another method If sign-in works on any device or browser using password plus another verification method (SMS/email), go to the account’s security/MFA settings and:

• Remove the old Authenticator registration.
• Add Authenticator again on the new phone following the standard “add account” flow.

4. General Authenticator troubleshooting If seeing messages like “Authentication did not complete” when trying to use Authenticator on the new phone, check:

• Authenticator app is unlocked.
• Notifications are enabled and not silent.
• App is updated to the latest version.
• Device has a working internet connection (try switching Wi‑Fi/mobile data).
• Device date and time are correct.
• If password is forgotten, use the official Reset your password flow.

Relevant guidance is documented here:

• Troubleshoot problems with Microsoft Authenticator
• Troubleshoot Microsoft verification code issues

If none of the above works and there is no backup verification method, direct contact with Microsoft support (and, for business tenants, the Data Protection team) is required to regain access.

References:

• Sign in using Microsoft Authenticator
• Troubleshoot problems with Microsoft Authenticator
• Troubleshoot Microsoft verification code issues
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A