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Authenticator app not giving me the code

Seb Intriago 0 Reputation points
2026-03-06T19:12:34.87+00:00

Hello how are you doing today I wanted ask for some help my school account is not letting me I have my password and username recognize and it works it’s just not sending to the authenticator app. it has been doing since the start of the year so I can’t access my canvas or school account school is [Moderator note: personal info removed]  college and I can’t access outlook. I was wondering if you can help me with this please let me know as soon as you can have a great day.

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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  1. Demi-N 16,910 Reputation points Microsoft External Staff Moderator
    2026-03-07T12:48:06.4066667+00:00

    Hello @Seb Intriago,

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

     

    Based on your description, the issue occurs because your Microsoft account is protected by Multi-Factor Authentication (MFA). Since your account is managed by your school, Microsoft cannot directly reset or revoke your multi-factor authentication settings. This action must be performed by your school’s IT administrator.  

    Please reach out to your IT admin and request that they revoke and require re-registration of your Multi-Factor Authentication (MFA) settings. They can do this by following these steps:  

    • Signing in to the Microsoft Entra Admin Center  
    • Navigating to Users > Your Account > Authentication methods  
    • Selecting Require re-register MFA  

    User's image

    Once this is completed, you will be prompted to set up MFA again during your next login, allowing you to configure Microsoft Authenticator on your new device 

    If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support  

    Please contact your school’s IT team as soon as possible, as they are the only ones who can perform this reset. Once they have completed the process, try signing in again and let us know if you need further guidance.  

    Best regards,  

    If the answer is helpful, please click "Accepted" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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  2. AI answer

    2026-03-06T19:12:55.07+00:00

    Follow these steps to regain access to the school account when Microsoft Authenticator is not giving a code or prompt:

    1. Check the Authenticator app and phone settings
      • Make sure the Microsoft Authenticator app is updated to the latest version.
      • Ensure the phone has internet access (try switching between Wi‑Fi and mobile data, and make sure Airplane mode is off).
      • Open Authenticator → Settings:
        • Turn off battery optimization for Authenticator.
        • Confirm Show notifications is turned on.
      • In the phone’s system settings, verify that notifications are allowed for Authenticator and that Do Not Disturb/Quiet mode is off.
      • Ensure the device Date & time are set correctly and automatically.
    2. Try a different MFA method if one is configured
      • When signing in to the Valencia College Microsoft 365/Canvas/Outlook sign‑in page, look for options such as “I can’t use my Microsoft Authenticator app right now,” “Use a different verification option,” or “Sign in another way.”
      • If a phone number or email is registered as an additional method, choose SMS, call, or email code instead of the app.
    3. Avoid repeated failed attempts
      • If there have been many sign‑in attempts, Microsoft Entra multifactor authentication may temporarily block additional attempts. Wait and then try again, or use another MFA method if available.
    4. If no other method works, contact the school’s IT/Help Desk
      • For a school (work or school account), only the organization’s IT admin can reset MFA if the app is not working and no backup method is available.
      • Ask Valencia College IT/Help Desk to:
        • Clear or reset the MFA settings for the account.
        • Require re‑register multifactor authentication so that, on next sign‑in, the account can be set up again in Microsoft Authenticator by scanning a new QR code.
      • This is required because support agents outside the organization cannot send verification codes or change security info for a school account.

    Once the IT admin resets MFA, sign in again with username and password, follow the prompts to set up Microsoft Authenticator on the current phone, and confirm that push notifications and/or one‑time password codes appear in the app.

    References:

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