Authenticator error

Question

I’m trying to get into my school account using the Authenticator app, I am not getting any verification code sent to the authentication app, and now I cannot log into my account

Answer 1

Hi Deon,

Welcome to the Microsoft Q&A forum.

Based on your description, you are not receiving the verification code through the Authenticator app.

Since you are using a school account, this account is managed and configured by your school's administrator (which may be the IT department).

In this case, you will need to contact your school's IT department and request that they reset MFA for your account.

After contacting the IT department, you can provide them with the documentation below on how to reset MFA for an account:

 Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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Answer 2

To restore access to a school (work/school) account when Microsoft Authenticator is not receiving verification codes, follow these steps and options:

1. Check the Authenticator app and device
   • Make sure the Microsoft Authenticator app is unlocked on the phone. If the app is locked, the prompt or entry box may not appear.
   • Confirm that notifications are enabled for Authenticator on the device. Silent or disabled notifications can prevent prompts from appearing.
   • Ensure the app is updated to the latest version from the app store.
   • Verify the phone has a working internet connection (Wi‑Fi or mobile data). If needed, switch between them.
   • Check that the device’s date and time are set correctly.
2. Try another sign-in/MFA method if available
   On the sign-in screen, look for options such as “Use a different verification option” or “Other ways to sign in”. If available, try:
   • SMS or phone call verification.
   • A different registered method (e.g., security key, email code) if your school has enabled it.
3. If you made many failed attempts
   Microsoft Entra multifactor authentication can temporarily block sign-in after repeated attempts. If you have tried many times:
   • Wait and try again later.
   • If another MFA method is configured, use that method instead.
   • If you suspect someone else is trying to access the account, contact the school/organization IT administrator.
4. If you still cannot sign in
   For a school/work account, only an administrator can fully reset MFA settings when you are locked out:
   • Contact the school’s IT Help desk or Microsoft 365/Entra administrator and explain that Authenticator is not receiving codes and you cannot sign in.
   • Ask them to review your sign-in attempts in Microsoft Entra sign-in logs and, if appropriate, reset or clear your MFA settings and require re-registration of MFA for your account.
   • After they reset MFA, you will be prompted to set up Authenticator or another method again the next time you successfully sign in.

If the phone with Authenticator was lost or replaced and you cannot use it at all, the organization’s Help desk or admin must clear your two-factor verification settings so you can re-register on the new device.

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References:

• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Sign in using Microsoft Authenticator
• "Account verification system is having trouble" error message when you try to sign in by using a work or school account
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A