Microsoft Authenticator not working

Question

Microsoft Authenticator not working

McConville, Eve 0

Hi, I cannot access my student email or canvas account due to Microsoft Authenticator asking me to verify my account on the app with an Authenticator code which is obviously not possible as the account isn’t verified on Authenticator and that’s the entire issue. I have tried every troubleshooting method, all of them require an Authenticator code and none offer the option to verify via alternate email or mobile number.

0 comments

2 answers

Your answer

Answer 1

Hi Eve,

Sorry to hear you're having trouble signing in to your student account.

From what you've described, it sounds like your Multi-Factor Authentication (MFA) setup may need to be reset. 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 stuck with the Microsoft Authenticator app.

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 for assistance: 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.

Answer 2

This is an MFA lockout loop for a work or school account. If no alternate method is offered and every path requires Microsoft Authenticator, the self-service fix is exhausted.

Try these checks first:

On the sign-in screen, look for Sign in another way, I can’t use my Microsoft Authenticator app right now, or any option to choose another verification method.
If Microsoft Authenticator opens, make sure the app is unlocked, responsive, and that notifications are enabled.
Update Microsoft Authenticator from the app store.
If this is a school-managed device, update Company Portal and confirm the device is compliant.
Restart the device and try again.

If those steps still do not give any non-Authenticator option, the next step is to contact the school IT help desk or Microsoft 365 admin and ask them to clear/reset MFA settings or require re-registration of multifactor authentication for the student account. After they clear the existing verification settings, the next sign-in should prompt a fresh MFA setup.

If the phone used for Authenticator was lost or replaced, the documented action for a work or school account is to sign in using a different method if available, or ask the organization’s Help desk to clear the settings.

If unrequested verification codes are arriving, do not approve them.

Before contacting support, send diagnostic logs from Authenticator if the app can be opened: open the app, go to the top-level menu, and select Send feedback.