Microsoft App not reciving verifications codes on iPhone/refueses to unpair

Question

Hello,

Currently, I am trying to help a student get into their Outlook email. The problem involves the Authenticator app on her iPhone as it is not sending a code to the app for her to log in.

So far in her account, I have done the following:

a) Linked her cell phone number and email to her account; it ignores them and goes straight to the app

b) Set SMS Mobile as the primary/default sign method (see a)

c) Did both Revoke multifactor authentication sessions and Requrire re-register multifactor authentication

d) Removed the Authentication App as an option entirely on her account

d) Unpaired the email address in question on the Authentication App on her phone

Any ideas?

Answer 1

Hi Ashley Schoeneman

Good day! Thank you for posting to Microsoft Community. We are happy to assist you.

I am truly sorry for the inconvenience this issue has caused you. Based on the description, I understand that a student at the school is unable to access her M365 school account due to the Authenticator app issue.

Since your query is regarding the Microsoft Authenticator app, we have a separate community team, so it is recommended to post through Microsoft Authenticator - Microsoft Q&A so that a support agent from that team can verify and provide you with the necessary information.

Furthermore, given the complexity of the situation, I believe it would be beneficial to escalate this matter to Microsoft technical support team for advance troubleshooting. Microsoft's back-end support team can check the advanced logs and investigate the situation further. Due to the limited permissions and access resources of our community moderators, we are unable to collect certain types of registration information in public forums for this reason and for the privacy of our users' data. As you are an administrator of the organization, here’s what you can do next: 

1. Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.
2. Call Microsoft Support: For additional assistance, use this link to find the appropriate contact number: Global Customer Service phone numbers - Microsoft Support

Your cooperation and understanding are greatly appreciated.

Sincerely,

Roger Shen

Answer 2

Dear Ashley Schoeneman

Good day to you and hope you are doing well.

Thank you for posting back. I am glad to my suggestion helped you in resolving the issue. You can also give vote on my reply. With your vote, other users who are facing same query can easily find this thread and check suggestion when they search on community. Your vote helps other user to resolve their queries as well. At this point, we highly appreciate your precious time and kind cooperation.

Thank you.

Sincerely,

Roger Shen

Answer 3

Thank You so much for the reply and the suggestions!