I can't get my authentication app to work

Addison Peedin 0 Reputation points
2026-10-13T14:59:36.19+00:00

I got a new phone and I guess the Authenticator app is connected to my old account and when I try to log into my school email it pops up the number but nothing is on my Authenticator to approve. I can't access canvas or my email.

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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  1. Daniel-Vo 6,970 Reputation points Microsoft External Staff Moderator
    2026-10-13T15:34:17.86+00:00

    Hello @Addison Peedin ,

    I'm sorry to hear that your account is locked out.

    May I ask if you have any alternative method to sign-in? If yes, please try sign-in using this alternative method.

    User's image

    It not, your MFA settings will need to be reset so that you can register and configure your multi-factor authentication (MFA) method on another device.

    First of all, I would like to clarify one point: as a moderator, I do not have the authority or the tools to recover admin access on your behalf.

    Could you please confirm that you are the end-user or the IT admin of your organization? 

    Firstly, please reach out to your IT administrator/Microsoft 365 administrator and ask them to reset your MFA settings using the Microsoft Entra Admin Center.

    If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support

    Ask your administrator to follow these steps:    

    • Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
    • Navigate to Entra ID > Users > All Users.  
    • Select your user account.  
    • Go to Authentication Methods.  
    • Click "Require re-register multifactor authentication".

    User's image

    This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.

    If you are the only administrator in this tenant, please let me know so I can assist with further step if needed.

    I hope this information helps. Please feel free to leave a comment if you need any further assistance.

    Kind Regards.

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  2. AI answer

    2026-10-13T14:59:52.3433333+00:00

    This usually happens because the approval notification is still being sent to the old phone where Microsoft Authenticator was last used.

    Try this in order:

    1. On the sign-in page, select Other ways to sign in or Sign in another way.
    2. If available, choose another verification method such as SMS, phone, email, security key, or another backup method.
    3. If the old phone is still available at all, open Microsoft Authenticator on that device and approve the sign-in there.
    4. After access is restored, remove the old phone from the account’s security info and add the new phone as the sign-in method.
    5. If the app on the new phone still does not work, make sure:
      • Microsoft Authenticator is unlocked
      • app 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’s date and time are correct

    Because this is a school account, if no other sign-in method is available and the old phone cannot be used, the practical fix is to contact the school IT administrator or help desk and ask them to reset MFA or allow re-registration of Microsoft Authenticator on the new phone. After they reset it, sign in again and set up Authenticator on the new device.

    If verification codes are also not arriving, avoid making repeated requests, check whether texts from unknown numbers are blocked, and verify that the security info on the account is correct.

    References:

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

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