Login Issue with Microsoft Teams & Authenticator – Request for Support

Hi @Mohammed Shahrukh Qureshi,

Thank you for reaching out and for explaining your situation so clearly. I’m really sorry you’ve been dealing with this for such a long time.

From what you described, this typically happens when Microsoft Authenticator was set up on your old device and the phone had to be reset. Since the app was removed, the sign‑in process now keeps asking for a verification that can no longer be approved, which creates the deadlock you’re seeing. The way this can be resolved depends on whether you’re an end user or an administrator in your organization.

If you’re an end user, the next step would be to contact your company’s IT administrator and ask them to reset your multi‑factor authentication settings. They can revoke your existing MFA sessions and require you to register your authentication methods again. After that, the next time you sign in, you should be prompted to set up Microsoft Authenticator from scratch on your current device. You can point them to Microsoft’s official guidance: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

If you happen to be an administrator yourself, it’s worth checking whether there is another admin in your organization who can reset MFA for you using those same steps. If you are the only admin and no one else has access, you’ll need to contact Microsoft Support directly by phone: Customer service phone numbers - Microsoft Support

In situations like this, Microsoft’s Data Protection team has specific tools and verification processes to help administrators regain access to their accounts.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)   

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:     

What kind of problem are you experiencing?        

Answer: Authenticator        

What products do you use?        

Answer: Office 365 for business        

Is this for an education or company account?        

Answer: For companies        

Are you an administrator?        

Answer: Yes        

Are there any other administrators in your organization?        

Answer: No. I am the only admin in my tenant         

Do you need a... Service request?         

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.     

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.   

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc

I truly hope these steps help you regain access to account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.

If you have any updates or additional questions, feel free to reply to this thread. I’ll be glad to assist further wherever I can.

Thank you very much for your understanding.

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.  

The described situation is a classic MFA lockout after losing access to Microsoft Authenticator. The loop happens because the account is configured to require Authenticator, but Authenticator itself cannot be set up without an existing MFA method.

Resolution depends on whether this is a work/school (business) account and whether there is an administrator available.

1. If this is a work or school (business) account

Since the sign-in is for Microsoft Teams for business, the account is most likely part of an organization’s Microsoft 365 tenant.

In this case, only a tenant administrator can reset the MFA settings. The steps are:

1. Contact the organization’s Microsoft 365 / Microsoft Entra administrator

• Explain that access to Microsoft Authenticator was lost after a phone reset and that sign-in is blocked because MFA cannot be completed.
• Ask the admin to reset MFA for the user account.

2. Admin steps in Microsoft Entra Admin Center

• Admin signs in to https://entra.microsoft.com.
• Go to Users → All users.
• Select the affected user account.
• Open Authentication methods.
• Choose Require re-register multifactor authentication.

After this is done, the next sign-in will prompt to set up MFA again (e.g., scan a new QR code in Microsoft Authenticator or configure another method).

If there are multiple admins, any global admin or privileged role admin with rights to manage authentication methods can perform this.

2. If this is a business account and there is no other admin

If the locked-out account is the only global admin in the tenant (common in small businesses/startups):

• A standard admin reset is not possible because no other admin can change MFA.
• The issue must be escalated to Microsoft’s Data Protection team via a support ticket.

Steps:

1. Call Microsoft support using the regional number from Customer service phone numbers - Microsoft Support.
2. When connected, request creation of a service request and ask specifically for escalation to the Data Protection team for an MFA lockout / tenant admin lockout.
3. Be prepared to provide business verification information (tenant details, domain ownership, business documentation, etc.).

The Data Protection team will verify identity and can reset MFA or restore access to the tenant so that MFA can be reconfigured.

3. If this is a personal Microsoft account (Outlook.com, Hotmail, etc.)

If the email is not part of a business tenant and is a personal Microsoft account, the process is different and handled via Microsoft’s account recovery and support flows, not via the Entra admin center. In that case, follow the personal-account-specific guidance in the Microsoft Authenticator troubleshooting and account recovery documentation and, if necessary, contact Microsoft support for personal accounts.

4. Why self-service recovery is not possible in this scenario

Because the account is configured to require Microsoft Authenticator and there is no alternative MFA method (such as SMS, phone call, or backup codes) available, self-service options cannot break the loop. Only:

• An admin resetting MFA in Entra, or
• The Microsoft Data Protection team (for single-admin tenants)

can clear the existing MFA registration so that Authenticator can be set up again on the new device.

Until that reset is performed, sign-in to Microsoft Teams and other Microsoft 365 services will remain blocked.

References:

• Why am I having trouble signing in to Microsoft Teams?
• Troubleshoot problems with Microsoft Authenticator
• Authenticator Did Not Complete Login
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Azure has blocked myphone number for SMS verification due to a “bad reputation” flag - Microsoft Q&A