Please help me reset my account in Authenticator, I need to access my school account!!

Gabriel 40 Reputation points
2026-10-30T22:05:59.07+00:00

I recently changed my phone and I can't log in to my school account right now. Does anyone know how I can fix it? I reinstalled the app on my new phone, but it is still requesting the code.

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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Answer accepted by question author
Ruby Nguyen 3,725 Reputation points Independent Advisor
2026-10-30T22:11:15.3133333+00:00

Good day Gabriel,  

Please note that forum users do not have access to user account settings and therefore cannot assist with login issues, password resets, multi-factor authentication (MFA) issues or changes to access rights. 

Based on your description, your school account is still associated with your previous phone. When you try to sign in, the account asks for approval from Microsoft Authenticator, but Authenticator hasn't yet been set up on your new device, which creates the sign in loop. Reinstalling the app doesn't transfer your existing school account to the new device automatically. 

Since you are using a school email address, the MFA settings are managed by your school's IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this and explain your situation. You can say: "I am stuck in a login loop between Teams and the Microsoft Authenticator app. I cannot get the code to sign in."    

Note: In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support  

Specifically, ask them to “reset my MFA settings” or “allow me to re-register for MFA” on your school account. This is a standard request and your school’s IT team should be able to assist you with it.  You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.  

Once your school's IT admin has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.   

Additional information is available in the following resource: How to add your accounts to Microsoft Authenticator | Microsoft Support 

I wish I could help more directly, but as a fellow user in this community, providing these steps is the best support I can offer. I hope your admin can help you regain access to your school account soon. 

If you have any questions, please don’t hesitate to reach out at any time. 

Thank you for your patience and understanding. 

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AI answer

2026-10-30T22:06:27.85+00:00

For a school account, reinstalling Microsoft Authenticator on a new phone does not restore the sign-in credential. Only the account name is restored. The account must be signed in and registered again on the new device.

What to do:

  1. Try another sign-in method first if one is available.
    • During sign-in, look for another verification option.
  2. If the old phone is still available, keep it until setup on the new phone is complete.
    • Work or school accounts require additional sign-in and setup after restore.
  3. On the new phone, open the restored school account entry in Microsoft Authenticator.
    • If it shows "Sign in to add your account" or "Action required", open that account and complete the sign-in flow.
    • After restoring, work or school accounts must be verified again and registered on the new device.
  4. If access to the old phone is lost or the sign-in loop continues, contact the school IT help desk or administrator.
    • Ask them to clear/reset the MFA or two-step verification settings for the school account so Authenticator can be registered again.
    • For lost or stolen devices, the documented action is to ask the organization’s Help desk to clear the settings.
  5. If the issue is the password rather than Authenticator access, use the self-service reset flow if it is enabled by the school:

Important:

  • Work or school account credentials are not backed up in Authenticator.
  • Microsoft support agents cannot send verification codes or change work or school account details.
  • If the school account uses a passkey, set up a new passkey on the new phone before removing the old device, if self-service is allowed.

References:

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

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