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JodyDingle's avatar
JodyDingle
Copper Contributor
Sep 14, 2026

Can't login to my account

I changed my password this morning for my 365 account which subsequently logged me out of my Outlook account. I went to sign back in but needed my Authenticator app to sign in.

 

I went to Authenticator app but this has also signed out prompting me to sign in. The only two options I have are:

 

Approve a request on my Microsoft Authenticator app

 

Use a verification code

 

There are no other methods like phone number, alternate email address or text showing - I am now in a loop where I can't get back in.

 

How do I gain access again? This is important as I need my documents and access to my emails.

 

Thanks

general

2 Replies

  • mbs234's avatar
    mbs234
    Copper Contributor
    Sep 30, 2026

    HI, jumping on this as I have similar issue. MS365 business. Changed my password, when I try to log in it asks for authenticator app code. App shows my user name but no code comes up. In the app I get 2 options, "authenticator code" or "verification code". Neither do anything when I click on them. At some point in the app it asks me to log in again and opens up a webpage within which also asks me to use the authenticator app, even though thats where I have come from. I cant get past this. I've found 3 UK phone numbers, the one of MS website does not connect. The other number is an AI bot that no matter what prompts I say it will not connect me to real person or raise a ticket, it tells me to go to aka.ma/mac365 and guess what....log in!!!! I have created a temporary free new account and tried to reach support that way but again chatbots block. Any advice would be greatly appreciated as this is affecting my business and I don't know where else to turn. Thanks in advance, Mike 

  • Jason_M's avatar
    Jason_M
    Iron Contributor
    Sep 14, 2026

    Changing your password does not normally remove an existing Authenticator registration. The app’s sign-in prompt may be for a different part of the app, so first check whether your account can still generate a code.

    1. Open Authenticator directly and return to its account list if possible. Tap the affected account. If it shows a rotating six-digit code, select Use a verification code on the Microsoft sign-in page and enter that code. Generating the code does not require an internet connection.
    2. If the account is missing, or you cannot access its code or approve requests, do not delete the account from Authenticator or reinstall the app yet. That could remove a registration that is still usable.
    3. For a work or school Microsoft 365 account, contact your IT administrator. Ask them to reset your MFA registration and provide a way to sign in and register Authenticator again, such as a Temporary Access Pass, if enabled. Another password reset alone will not fix missing MFA access.
    4. If you are the only administrator, contact Microsoft 365 business support or your subscription reseller and explain that this is a sole-administrator MFA lockout. Recovery requires verification of your organization’s ownership.

    For a personal Microsoft account, use another previously configured verification method or your saved recovery code. If two-step verification is enabled and none of those methods is accessible, the standard account recovery form cannot bypass it.