عندي مشكله مع تطبيق Authenticator

Question

Subject: Urgent: Locked out of University Microsoft Account due to Microsoft Authenticator Loop / Missing QR Code Setup

Hello Microsoft Support Team,

I am facing a critical issue logging into my university Microsoft account, and my university's IT department was unable to resolve it (they claimed it was a device issue, but I have already tested it on multiple brand-new devices and the latest iPad, with no success).

Here are the exact details of the problem:

1. Authenticator App Glitch: My email is added to the Microsoft Authenticator app, but when I try to sign in, a code appears on the screen, yet no notification is sent, and there is no input field/box in the app for me to enter that code. It just gets stuck.
2. Missing Initial QR Code: I missed scanning the initial QR code when setting up 2-Step Verification (2FA) for the first time. Now, whenever I try to reconfigure 2FA or set up a Passkey, it fails completely.
3. No Alternative Options: The login prompt does not give me alternative verification methods (like SMS to my phone number or an alternate email address).
4. Account Trapped: Because I cannot bypass or reset the Authenticator setup, my account is completely locked.

Could you please temporarily reset, disable, or remove the Microsoft Authenticator requirement from your end so I can re-configure it properly from scratch?

I do need it for outlook and exsam

This is my account [Moderator note: Personally Identifiable Information removed]@pnu.edu.sa

Answer 1

As your issue description is primarily written in English, I will provide my response in English for your convenience. Please feel free to let me know if you would prefer the information in another language.  

Hi ريوف,

Welcome to the Microsoft Q&A forum.

For Education accounts, the account is managed and configured by the tenant administrator, who is typically the school's IT department.

I understand that you have previously contacted your school's IT department.

However, I recommend that you reach out to them again and provide the following documentation on how to reset MFA for your account :

Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

After the IT department resets your MFA, you will be prompted to reconfigure your multi-factor authentication (MFA) settings the next time you sign in.

If the IT department is unable to assist you, or if you continue to experience the issue after the MFA reset has been completed, you may ask them to open a support ticket with Microsoft Technical Support on your behalf. Once the ticket has been created, a Microsoft support engineer will proactively contact you and help investigate the root cause of the issue.

You can provide the IT department with the following documentation on how to create a support ticket:

Get support - Microsoft 365 admin | Microsoft Learn

I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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