Cannot use my Authenticator on new phone

Reyna Gerardo 0 Reputation points
2026-10-09T17:55:11.2133333+00:00

I’m trying to log in to my school account but it’s not sending request to my authentication app

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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  1. Chris-D 1,940 Reputation points Independent Advisor
    2026-10-09T18:15:46.2033333+00:00

    Hi Reyna,

    Thank you for sharing your situation.

    From what you've described, it sounds like your Multi-Factor Authentication (MFA) setup may need to be reset. This can sometimes happen after switching to a new device, replacing a phone, or reinstalling the Microsoft Authenticator app. Since your new device hasn't been registered yet, the authentication requests may still be linked to your previous device, which can leave you stuck in a sign-in loop. 

    Because you're using a work or school account, the MFA settings are managed by your school's IT administrator. Unfortunately, this isn't something that can be reset from the user side. 

    I’d recommend reaching out to your school’s IT administrator and explaining that you’re unable to sign in because you’re not receiving the authentication code after switching to a new phone.

    You can ask your IT administrator to reset your MFA or remove your current Microsoft Authenticator registration so you can register it again. 

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    Once your IT administrator resets your MFA registration, you should be able to sign in again and go through the Microsoft Authenticator setup process from the beginning, including scanning a new QR code on your device. 

    I hope this points you in the right direction. If you receive any updates from your IT team or run into any issues along the way, feel free to reply back with more details and I'll be happy to help further. 

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  2. AI answer

    2026-10-09T17:55:23.1566667+00:00

    For a school account on a new phone, this usually means the Authenticator registration did not transfer, or the account is still tied to the old device.

    Try these steps in order:

    1. On the sign-in page, select Other ways to sign in, Sign in another way, or I can't use my Microsoft Authenticator app right now.
    2. If another method is available, use it: phone call, text message, email, security key, passkey, or another registered method.
    3. If a text or call is offered but nothing arrives, try up to five times in 5 minutes. Third-party security apps can block verification texts or calls, so disable that protection temporarily and request another code.
    4. If the Authenticator app is installed on the new phone, make sure:
      • the app is unlocked
      • notifications are enabled
      • the app is updated to the latest version
      • the phone has internet access; switching between Wi-Fi and mobile data can help
      • the phone date and time are correct
    5. If the app shows Authentication did not complete, send logs from Authenticator: open the app menu and select Send feedback.
    6. If no alternate sign-in method works, contact the school IT administrator or help desk. For work or school accounts, the documented resolution is for the admin to reset or require re-registration of MFA methods, then register Authenticator again on the new phone.

    Important: resetting or requiring re-registration removes previous authentication methods. A new method must be set up at the next sign-in.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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