Can’t login to Microsoft Authenticator app

Question

I had to factory reset my phone due to a storage bug and forgot to backup my authenticator app details and codes. I can’t access my school account because I need the authenticator app to login but I can’t login. What should I do?

Answer 1

If you cannot access your school account because you lost access to the Microsoft Authenticator app due to a factory reset, you will need to go through the account recovery process. Here are some steps you can take:

1. Contact Your School's IT Support: Reach out to your school's IT department for assistance. They can help you reset your multi-factor authentication (MFA) settings or provide alternative ways to verify your identity.
2. Use Alternative Verification Methods: If you have set up alternative verification methods (like SMS or email), try using those to regain access to your account.
3. Re-register for MFA: Once you regain access to your account, you may need to set up the Microsoft Authenticator app again. Make sure to back up your codes this time to avoid similar issues in the future.
4. Follow Recovery Instructions: If your school provides specific instructions for account recovery, make sure to follow them closely.

If you are unable to resolve the issue through these steps, it is essential to keep in touch with your school's IT support for further assistance.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication