Authenticator App not working correctly

Question

I just got a new phone and I’ve been trying to login to the authenticator app so I can access my school accounts and it keeps saying there’s been an error and it’s trying to send codes to my phone even tho I don’t have access to my account

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I just got a new phone and I’ve been trying to login to the authenticator app so I can access my school accounts and it keeps saying there’s been an error and it’s trying to send codes to my phone even tho I don’t have access to my account Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Dear @Angelina G. Valencia,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, you got a new phone then your authenticator app does not work so you cannot access to your account.

Since your email is a education account, your school IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device.  As a forum moderator, I do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn.

In case you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact Microsoft Support team via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

IVR: What kind of problem are you worried about?

You: Admin account locked

IVR: What kind of product do you use?

You: Office 365 for business

IVR: Does it count for education or business?

You: For education

IVR: Are you an admin?

You: Yes

IVR: Do you have another administrator in your organization?

You: No

IVR: Need a service request?

You: Yes

This should help you connect with a live support agent who can help you directly.

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
2. Select any plan and click Try for free.    
3. Complete the setup to create a new tenant.    
4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.    

I hope information above meet your expectations and help you resolve the issue as soon as possible, feel free to reach out if you have any other questions.

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Answer 2

Because the old phone with Microsoft Authenticator is no longer available, the account is stuck in a loop where it keeps asking for codes from a method that cannot be used.

Use the following options depending on the type of account and what access is still available:

1. If any other sign-in method works (SMS, alternate email, or another device)
   • Sign in to the Security info page for the school/work account using that other method: Sign in.
   • Select Update info.
   • Remove the old Microsoft Authenticator method and add a new method (new Authenticator app on the new phone, SMS, or another phone number/email).
   • Then re-add the account in the Authenticator app on the new phone using the QR code shown during setup.
2. If SMS or email codes are not arriving
   • Avoid repeatedly requesting codes; too many attempts can cause a temporary block where codes are not sent.
   • Check if the phone is blocking texts from unknown numbers, and verify the SMS inbox is not full or malfunctioning.
   • Confirm the phone number or email on the account is correct by checking the Security info page if any access is still possible.
3. If there is no working alternative method and no access at all
   • For a school account, contact the school/organization IT admin or helpdesk and ask them to reset MFA for the account in Microsoft Entra so the sign-in methods can be set up again.
   • If the locked-out account is also the only admin for a tenant (not typical for a school account), Microsoft’s Data Protection team must be involved via a support ticket or phone as described in the referenced Q&A threads.

Once MFA is reset or another method is available, sign in again, choose I don’t have my Authenticator app (or similar), complete verification with the available method, and then register the new phone in Microsoft Authenticator.

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References:

• Common problems with two-step verification for a work or school account
• Troubleshoot problems with Microsoft Authenticator
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A