Microsoft Authenticator not working

Question

The Microsoft Authenticator app is not working to verify my school. Every time I enter my school information, it tells me to verify the number in the app. However I’m already in the app. I’ve tried deleting the app and adding it back but nothing is working and I need to be able to get into my school email.

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Moved from Microsoft Security | Microsoft Authenticator

Answer 1

Hi @Ciera

Regarding your issue, since this is a school (work or education) account, the Microsoft Authenticator setup is controlled by your school’s IT administrator. At this point, you’ll need to contact your school’s IT support and ask them to reset or revoke your MFA registration in Microsoft Entra ID (Azure AD). Once they remove the existing MFA methods, you should be able to set up Microsoft Authenticator again and sign in to your school email.

They can follow these steps:   

1. Sign in to the entra.microsoft.com as at least Authentication Administrator.   
2. Select User -> All user.   Select the user (your account) to act on and select Authentication methods. then select Require re-register of multi-factor authentication.    

• Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.   

  

For more details, please refer to: Manage user authentication methods for Microsoft Entra multifactor authentication. 

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again.   

Hopefully it will help work with your issue and if you have any other questions or need further assistance, feel free to ask.   

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Answer 2

Follow these steps to get Microsoft Authenticator working again with the school account:

1. Check for other verification methods
   • When prompted to approve sign-in, look for options like “I can’t use my Microsoft Authenticator app right now”, “Use a different verification option”, or SMS/phone/email verification.
   • If another MFA method works, sign in and go to your Security info or Authentication methods page and reconfigure Microsoft Authenticator from there.
2. Fix common Authenticator issues on the phone
   • Make sure the device has a stable internet connection (try switching between Wi‑Fi and mobile data, and ensure Airplane mode is off).
   • Update Microsoft Authenticator to the latest version and ensure the device’s Date & time are set correctly and automatically.
   • In the Authenticator app, go to Settings and:
     • Turn on App updates.
     • Turn off battery optimization for Authenticator.
     • Open Notification settings and ensure Show notifications is on.
   • On the phone’s system settings, confirm that:
     • Notifications are allowed for Authenticator.
     • The phone is not in Do Not Disturb/Quiet mode.
3. If the prompt says “Authentication did not complete” or never shows a number
   • Make sure the Authenticator app is unlocked when trying to sign in.
   • Ensure notifications are not silent or disabled; check both app and device notification settings.
   • Verify the app is up to date and the device time is correct.
4. If still stuck in a loop
   • If multiple failed attempts have been made, Microsoft Entra multifactor authentication may temporarily block further attempts. Wait and then try again, or use a different MFA method if available.
   • If there is no working alternative method and access to the school account is still available on another device (for example, a logged‑in browser session), use that session to:
     • Open the Security info / Authentication methods page.
     • Remove the existing Authenticator registration.
     • Add Authenticator again by following the QR‑code setup instructions.
5. If none of the above works
   • Contact the school’s IT help desk or Microsoft 365/Entra administrator and ask them to reset or require re‑register MFA for the account. After they do this, sign in again and set up Microsoft Authenticator from scratch.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account