Error Code - Authenticator App

Question

Error Code: 500121

Request Id: cdb77ac7-cdb9-418c-aa97-3a5a2a6f5f00

Correlation Id: d532f6dc-7bc6-4277-9290-e1e5f5a3ddd5

Timestamp: 2025-06-19T18:21:16Z

My authenticator app got deleted on my phone. Now I can't even add my school account to my app much less approve sign ins on my computers.

Answer 1

Hi @Cupp, Jaydin Lee

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

I'm really sorry to hear you're having trouble accessing your school account after your authenticator app got deleted. Since you no longer have access to the app and can't approve sign-ins on your devices, the best solution is to reach out to your school's IT support team or system administrator. They can help reset your multi-factor authentication settings and guide you through the process of setting up the Authenticator app again on your phone. 

For security and management reasons, your organization's IT administrators control access and 2FA settings for these accounts. Microsoft Support cannot directly reset 2FA for accounts managed by an organization. 

Please ask them to follow the instructions in this article to reset your authentication settings so you can re-register your account: 

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

Once you regain access, it's a good idea to set up an additional sign-in method if your school allows it (such as phone number or email), so you’ll have a backup option in case something like this happens again.

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