Microsoft Authenticator Adding a New Mobile Devices to School Account

Question

My previous phone broke and won’t turn on anymore. So, I bought a new phone and installed the authenticator app. However, I’m having trouble adding this new device to my school account.

1. When I try to log in to mobile apps (such as OneDrive, Email, etc.), the authenticator app automatically pops up, showing me a two-digit number. Then I am asked to “Open your authenticator app, and enter the number shown to sign in.” However, I already have the authenticator app open, but there’s no pop-up window to enter the number.
2. When I try to log in on my PC to add the new device to my account, there are two-digit numbers and I’m also asked to “Open your authenticator app, and enter the number shown to sign in.” However, since this new phone is not yet linked to my account, no pop-up window appears on the phone to enter the number when I open the authenticator app. As a result, I can’t log in to my account on the PC.

What should I do in this situation? I would like to contact customer service, but there doesn’t seem to be a way. I’d appreciate a prompt response.

Answer 1

Typically you should configure backups for events like this

As u dont have access to the app anymore, the only way to resolve this is to request for Product Support to reset MFA for the affected user for microsoft accounts. Contact Product Support with the email address for the affected user. https://azure.microsoft.com/en-us/support/create-ticket

See: https://learn.microsoft.com/en-us/xandr/curate/troubleshooting-multi-factor-authentication-mfa?source=recommendations#dont-delete-mfa-app

For Work/school accounts you need to contact the admins of those accounts. For social accounts you will need to contact their support teams.

You can mark it 'Accept Answer' and 'Upvote' if this helped you

Regards