Authenticator problems

Question

Authenticator problems

Alex Roa 0

I keep trying to log my college email into Authenticator, but when I do so it always says “ Sorry, we're having trouble verifying your account. Please try again“ and the two options are “Approve a request on my Microsoft Authenticator app” or

“Use a verification code.” Both of these require the Authenticator app. And then the option that says “I can’t use my Authenticator app right now” takes me to the same screen. What do I do?

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2 answers

Your answer

Answer 1

Contact your college’s IT help desk and ask them to require MFA re-registration for your account, because all currently available verification choices depend on the inaccessible Authenticator registration.

What to send the college help desk

Use wording such as:

I am locked out of my college Microsoft account. The only sign-in methods offered are an Authenticator approval or Authenticator verification code, and “I can’t use my Authenticator app right now” returns to the same screen. Please verify my identity and select Require re-register MFA for my account.

Only the institution’s administrators can reset an organization-managed account when no usable alternative verification method is available. This is also the accepted resolution for the same college-account sign-in loop reported by other users.^1^

Instructions for the college administrator

An administrator with at least the Authentication Administrator role should:

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

This removes the registered Authenticator and other listed MFA methods so that a new method can be configured at the next sign-in.^2^

After IT completes the reset:

Start a new sign-in to the college account.
Follow the registration prompt.
Add the college account to Microsoft Authenticator and scan the displayed QR code.
Complete the test approval or code prompt.
If your college permits it, register an additional recovery method to avoid another Authenticator-only lockout.

Do not uninstall or reinstall Authenticator while locked out; doing so does not reset the MFA registration stored by the college. Also avoid repeated sign-in attempts, because unusual or excessive attempts can temporarily prevent further authentication attempts.^3^

References

Answer 2

Hi Alex,

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

I'd recommend reaching out to your institution's IT administrator and explaining that you're unable to sign in because you're stuck with the Microsoft Authenticator app and are no longer receiving authentication prompts or codes.

You can specifically ask whether they can:

Reset your MFA settings
Require MFA re-registration
Remove your existing Authenticator registration so you can set it up again

You may also want to share the following Microsoft article with them: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide: How do I find my Microsoft 365 admin? - Microsoft Support

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 with more details, and I'll be happy to help further.