How to fix the Authenticator app problem?

Question

I have an email for college that I use and when logging in I’m given a code through the app, but it is no longer giving me a code. I tried to fix it through the app and the app then requires a code and I can’t get the code. I really need this resolved soon because I have no access to my school email. I don’t know what happened to cause this. The only thing I could think of is I got a new phone?

Answer 1

Hi @Chelsea Smither,

Welcome to Microsoft Q&A Forum.  

Thank you for reaching out, and I’m truly sorry to hear about the trouble you’re experiencing. I understand how stressful it can be to lose access to your school email especially when you're trying to stay on top of important academic responsibilities. 

From what you’ve described, it sounds like the issue may be related to your Microsoft Authenticator app not generating verification codes after switching to a new phone. This can happen if the app wasn’t backed up or reconfigured during the device change, which may cause it to lose connection to your account. 

To help resolve this, here’s what you can do: 

For school accounts: 

If you’re a regular user, please contact your Global Administrator or your school’s IT department and ask them to follow this guide to reset your multi-factor authentication (MFA):  Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

If you are the only Global Administrator and are locked out, please contact Microsoft Support by phone. The support agent will escalate your case to the Data Protection team to help you regain access:  Customer service phone numbers - Microsoft Support.  

 

Please let us know if you’d like us to assist with the next steps. We’re here to support you and will do everything we can to help you get back into your account. 

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