Authenticator app not working

Question

My authenticator app is not working. I cannot access my account. It will not let me choose another way to sign in even after deleting the app from my settings. Usually everything else will just send a verification code to my phone (as that is my default) or give me the option to choose another way, but when trying to access Microsoft 365 it will not work. I need to access this account for work.

Thanks.

Answer 1

Dear Elizabeth Whelan1,

Good day!

Thank you for posting in Microsoft Community. We are happy to help you.

* Initially. may I please just re-confirm whether you have Microsoft 365 global admin privilege? I am asking this question because certain action can be performed by global admin side for MFA related settings option.

Based on your mentioned query, I would like to share some information with you. I have tried to find below information from my side for Microsoft Authenticator app. Also, we have some limited information knowledge for certain aspect, because the Microsoft has specific support channel for Microsoft authenticator related scenario.

* As you mentioned | It will not let me choose another way to sign in even after deleting the app from my settings |, may I please just re-confirm whether you have tried to reset authenticator process similar like this official document: Set up an authenticator app as a two-step verification method (microsoft.com)?

* On the other side, may I please know if you did remove work account process?

I am asking this question because seems like you may need to remove your Microsoft 365 school email account from authenticator app and try to re setup again.

Below is example reference information:

Furthermore, I have tried to find this detailed official document: Change your two-step verification method and settings (microsoft.com)

Important Note: If you cannot perform certain action from your end as end user, you may need to further contact Microsoft 365 global admin in your organization, they may need to remove your device from their end. Because Microsoft 365 global admin can manage MFA related settings options from their end for end user's account.

On the other side, yes, I have gone through your mentioned scenario, and I believe that you may need to contact and place your scenario on our dedicated Microsoft Authenticator Q&A forum support channel, where our relevant expert community members can provide you possible information from their end for your mentioned situation.

Here is specific dedicated support channel to place your query: microsoft-authenticator - Microsoft Q&A

I am really appreciate your precious time and kind cooperation.

Stay safe and healthy.

Sincerely,

Darpan | Microsoft Community Moderator