Not able to access authenticator

Joel Gomez 0 Reputation points
2026-11-09T01:22:52.0266667+00:00

I got a new phone and trying to log into school account and I can’t get the code from my app because it doesn’t even let me sign in to that app itself to verify and when I press can’t use authenticator it still asked me to get code from authenticator app.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Kai-Ex 2,655 Reputation points Microsoft External Staff Moderator
    2026-11-09T01:52:06.6833333+00:00

    Hi Joel Gomez ,

    Unfortunately, in this situation, you will need assistance from your school's IT administrator. A Global Administrator for the tenant should be able to help you reset your MFA settings so that you can register your new phone.

    Please kindly contact your school's IT department and explain that you no longer have access to the phone previously used for MFA.

    To avoid this issue in the future, it is a good idea to add your new phone or another authentication method before giving up access to your old phone.

    I hope you are able to regain access soon. Thank you!

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  2. AI answer

    2026-11-09T01:23:25.9033333+00:00

    Contact your school’s IT help desk and ask them to reset your MFA methods and require MFA re-registration, because the alternate sign-in option is returning you to the unavailable Authenticator method.

    What to request

    Send the help desk this message:

    I replaced my phone and no longer have access to the Microsoft Authenticator registration on my old phone. “Can’t use Authenticator” returns me to Authenticator, and I have no other verification method available. Please reset my MFA methods and require me to re-register MFA on my new phone.

    This is a school-managed account, so Microsoft forum users cannot change its authentication settings. A matching school-account case confirms that the institution’s IT team must perform the reset when the account is caught in this loop.^1^

    Steps for your school administrator

    An Authentication Administrator should:

    1. Sign in to the Microsoft Entra admin center.
    2. Go to Entra ID → Users.
    3. Select your user account.
    4. Select Authentication methods.
    5. Select Require re-register MFA and confirm.

    This removes the existing Authenticator and related MFA methods so that you are prompted to configure a new method at your next sign-in.^2^

    After the reset:

    1. Install Microsoft Authenticator on the new phone.
    2. Sign in to the school account again from a computer or browser.
    3. When prompted to set up security information, choose Microsoft Authenticator.
    4. Scan the displayed QR code with the new phone.
    5. Complete the test approval and confirm that sign-in works.

    Reinstalling or restoring Authenticator alone will not restore a work or school account’s credentials. Only the account name can be restored; the account must be signed in and registered again on the new device.^3^

    If the school has a student help desk, identity/access team, or Microsoft 365 administrator, contact that group rather than Microsoft consumer-account support.

    References

    1. Please help me reset my account in Authenticator, I need to access my school account!! - Microsoft Q&A
    2. Manage user authentication methods for Microsoft Entra multifactor authentication
    3. Transfer Microsoft Authenticator account entries to a new phone
    AI-generated content may be incorrect. Read our transparency notes for more information.

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