Fix the Authenticator app

Question

I need to make a word document available to more than the people in my organisation, but the email i made the word with (my uni email) only allows that, i’ve been trying to make a copy of that damn document on my ios tablet for forever and it won’t let me, so i tried to log in on my computer to make a copy and edit it on my personal account.

Here’s the problem, to log in to my uni email i need the code from the authenticator app, to log into the app i need that damn code from the app itself, so it’s a loop yk? i cant log in, there’s no other solution other than the code from the app or remaking the document from scratch, so i’m stuck 😀.

If there’s any way y'all can help me at least make copy of it of some sort i’ll appreciate it.

Answer 1

Hi Luiza, 

I’m sorry to hear that you’ve been running into this issue. I appreciate you sharing what happened and explaining the situation in detail. 

Before we proceed, please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.    

From what you described, the Word document appears to have been created under your university-managed account, which means the sharing permissions, access controls, and security verification settings are managed by your university’s IT department. This may also explain why you’re having trouble making a copy or moving the document outside of your university account, as those actions may be restricted by your university’s policies. 

Also, your account appears to be stuck in an Authenticator/MFA verification loop, where access requires a code from the Authenticator app, but the app itself requires account access to be set up again.  

In this case, please contact your university IT department or helpdesk and let them know that you are locked out due to a Microsoft Authenticator/MFA loop. You can also share the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account.  

Once you are able to sign in again, you should be able to download the Word document, make a copy, or move it to your personal account if needed. 

• In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support   

I hope this issue gets resolved for you soon. Should you have any further questions or need additional assistance, please feel free to share them in the comment below. I'm very happy to help.    

Thank you again for your patience and understanding.    

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