Account access

For a school account, this is usually an MFA sign-in problem with Microsoft Authenticator. Try these steps in order:

1. Open Microsoft Authenticator and make sure the app opens normally, is responsive, and the account is still listed.
2. Make sure the app is unlocked on the phone. If the app is locked, the approval or code prompt may not appear.
3. Check that notifications are enabled for Microsoft Authenticator. Silent or disabled notifications can prevent the sign-in prompt from appearing.
4. Update Microsoft Authenticator from the device app store.
5. Restart the phone.
6. Check the phone’s internet connection. If needed, switch between Wi-Fi and mobile data.
7. Make sure the phone’s date and time are correct.
8. If the app shows “Something went wrong. [4s8qz]”, wait a few moments and try again. Temporary service issues or updates can cause that error.

If sign-in still fails after that, send logs from the app for diagnostics:

• Open Authenticator
• Go to the app’s top-level menu
• Select Send feedback

If access to the authenticator setup was lost, the practical next step for a school or college account is to contact the school IT help desk or administrator and ask them to clear or reset the MFA registration so Authenticator can be set up again. This is especially relevant if the phone was replaced, the old setup was lost, or no other verification method is available.

If multiple sign-in attempts were made, Microsoft Entra multifactor authentication may temporarily block more attempts. In that case, wait until another attempt is allowed, or use a different MFA method if one is available.

References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account