I can't sign into my Authenticator app

Hannah Morgan 5 Reputation points

I can't sign into my college email because I broke my phone. Now, I am trying to verify my Outlook account through the Authenticator app on my new phone, but it's telling me that I need to 'Enter the code displayed in the Microsoft Authenticator app on your mobile device', which I cannot do because it won't let me sign in.

Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
4,516 questions
A family of Microsoft email and calendar products.
2,209 questions
{count} vote

2 answers

Sort by: Most helpful
  1. Dave Patrick 418.6K Reputation points MVP

    Sounds like you'll need the school admins to reset the account so a new QR code can be generated with which you can relink the authentication device to your account.

    --please don't forget to close up the thread here by marking answer if the reply is helpful--

  2. Philippe Levesque 5,261 Reputation points MVP


    To restore your profile, if a backup was done to your Microsoft account, you need to select another method to authentificate, alternate email or phone/SMS. It's stated in the official doc to be able to restore.

    For personal Microsoft accounts, you can prove your identity by entering your password along with an alternate email or phone number. For work or school accounts, you must scan a QR code given to you by your account provider.


    0 comments No comments