Authenticator

Question

My old phone broke so I downloaded the Authenticator on my new phone for my school account. It keeps asking for a code but I’m not receiving one on my new phone

Answer 1

Contact your school's IT or Help Desk support, since someone with Admin access from the school itself is required to reset your MFA account access in order to allow you to set that up again on a new phone.

There might be another method possible, but whomever provides your support within your school will know those specifics, which can vary from school to school.

Rob

Answer 2

If you're not receiving the verification code on your new phone after downloading the Microsoft Authenticator app, here are some steps you can take:

1. Check Phone Settings: Ensure that your phone's notifications are enabled for the Microsoft Authenticator app. Sometimes, notifications may be blocked or turned off.
2. Alternative Verification Methods: If you have set up other options for security verification, select Other verification options on the sign-in page and try again by choosing a different method (like SMS or email).
3. Multiple Attempts: You can attempt to request the code multiple times. Microsoft allows up to five attempts within a five-minute window for the verification code.
4. Third-party Apps: If you have any third-party security apps installed, they may be blocking the verification code. Try disabling those apps temporarily to see if that resolves the issue.
5. Account Configuration: Make sure that your account is configured correctly and that your phone number is updated in your user account settings. If you have access to another global admin, ask them to verify your settings.

If these steps do not resolve the issue, you may need to contact support for further assistance.

---

References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication