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Microsoft Authenticator - softlocked out of app

Loney, Jasmine 11 Reputation points
2021-02-05T22:47:24.067+00:00

Hi. I use Authenticator for my school. I use it to access the computer labs from home and do my classwork. But after resetting my phone, Authenticator told me I could no longer use my account and that I may need to re-add it. So I add a new school account and sign in with my student email. That's when I get a screen telling me to approve my sign in request: "We've sent an identity verification request to your mobile device, please open your Authenticator App to respond."

But, the problem is I'm already on my app and unable to accept this request because the account is gone from my app, which is why I am even trying to sign in in the first place. It doesn't make sense to ask me to approve a request through my account and device when I can't even access my account on the device. There's options to get a code a different way if you cant use the app, which redirects to a passwordless phone sign-in option, which I cannot do because "your IT admin has disabled this feature for your account."

I already contacted the school about this. They told me I would have to reach Microsoft.

The error code is 500121.

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.
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  1. Rob Alexander 6 Reputation points
    2021-09-27T23:57:30.617+00:00

    Did you ever get this resolved? If so, how?

    1 person found this answer helpful.
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