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microsoft authenticator loop

Anonymous
2023-11-21T15:51:12+00:00

Hi there

I have had to use my work email account to contact you about my university email account as I am unable to login to it due to the microsoft authenticator app. When i try to access any microsoft service such as teams or emails or the website, when i proceed to login with my university account (******@cardiff.ac.uk) it asks me to enter a two digit code shown on screen into my phone. There is no option available to enter this code, so i proceed to click 'cannot use authenticator app' and the next pages tells me to enter six digit code from authenticator app into the browser, which also doesnt show. so i can no longer access alot of the university material. I have tried deleting the app and redownloading and removing my account from the app but it doesnt seem to make a difference the same thing happens again. Even when logging into the authenticator app it asks me for a two digit code in the app that im already in! please can you help, as this is time sensitive

many thanks

henry

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  1. Anonymous
    2023-11-21T18:49:28+00:00

    Hello Henry,

    My name is Oluwatosin, and I’ll be more than happy to help you with your query." This is a user-to-user community forum. We do not have access to your account.

    I'm sorry to hear that you're having trouble signing in using the authenticator app.

    Since the account is a school account, the issue might only be resolved by your institution's Helpdesk.

    However, you can try out the troubleshooting steps below:

    Check you run the latest version of Authenticator. Tap Settings and make sure App updates are turned on, and turn on VPN if enabled.

    Try using an Incognito browser session on your device.

    Refer to: https://support.microsoft.com/account-billing/troubleshoot-problems-using-microsoft-authenticator-a3a74493-566b-4c2e-b949-a2789bac0fd3

    Also, try signing into: https://mysignins.microsoft.com/security-info to replace the security information.

    However, if sign-in is not possible, contact your help desk to make sure your account is not blocked by any policies and reset your account to re-register authentication.

    I hope this helps! Let me know if you have any questions.

    Give back to the Community. Help the next person who has this issue by indicating if this reply solved your problem. Click Yes or No below.

    Best regards, Oluwatosin.

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