Can’t use Microsoft Authenticator

Question

To log in to my school outlook or OneDrive account, Microsoft authenticator sends a code but it doesn’t direct me to the app and when I do go onto the app there’s no where that I can put the number. I can’t log into anything without the app. It works on my personal account but not my school one. What do I do?

Answer 1

Dear Nabila Tawa,

Greetings!

Thanks for reaching out to this community.

Based on your description, I understand you can't use Microsoft Authenticator with your school account and in this case, the best option is to reset MFA options for your account.

• If you are a normal user or if you are admin but other user has admin rights, it is suggested to contact your admin and ask admin to reset the Authentication method for your account. Admin can do it by following steps in Manage user authentication options. (if you are not sure who is your admin, can refer this How do I find my Microsoft 365 admin? - Microsoft Support).
• If you are the only admin, it is suggested to contact Data Protection team, because we are from community team and we are not authorized to reset any user/admin account. Data Protection Team is the only support team to check and reset account. To find contact number of Data Protection team, please check Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn. Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help. For some countries, it will be an automated conversation like: First, when you call the hotline, it asks what kind of problem you're worried about. Answered: authenticator. A: What kind of product are you using? B: Office 365 for business. A confirmation: education or company account? B: For companies A: Are you an administrator? B: Yes. A: Do you have the other admin in your organization? B: No. A: You need one.... Service request? B: Yes ->You can also query phone numbers at Global Customer Service phone numbers - Microsoft Support

Thank you so much for your precious time and co-operation!