Microsoft Authenticator DOES NOT WORK

Question

I have a new phone and have tried resetting my accounts, passwords, logging in and out, and nothing works. I can't add any of my accounts to the Authenticator app. Every time I try to log in with Microsoft, it asks me for a code FROM THE AUTHENTICATOR APP. How am I supposed to get the code when I'm literally trying to log in on the app that's supposed to give me the code??????????

Because of this issue, I'm failing my class because I can't log into my school outlook email or even use microsoft word at all. There's no way to reset it or get the old logins i had on my previous phone. But i cant even add it on my new phone because it keeps asking me for the code. Even on the Outlook app it doesn't work, it will say "unable to verify authentification flow."

Answer 1

Hi Allison Dempsey

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 you are unable to login to your M365 school account due to Microsoft Authenticator 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.

As you are using a M365 school account, may I confirm whether you are an end user of the school or an administrator?

• If you are an end user of the organization and there are other admins in the organization who can access the admin center, please kindly reach out the admins of the school. The administrators may reset the authentication method for your account by following Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn.
  If you don't know who to contact at your work for help, try asking the person who gave you your Microsoft 365 user account and password. For ref: How do I find my Microsoft 365 admin? - Microsoft Support.
• If you are the only administrator and cannot access your account, because your question is related to the administrator account, and our forum is open to the public. In addition, we have limited resources and permissions to review account-related scenarios. Even if you're the only admin in your organization, the admin account is relevant to your organization's security, we value your organization's security and privacy, so for any concerns, we sincerely recommend that you contact our dedicated Data Protection support team directly by phone. They are the only responsible and privileged support team for admin account related questions. To find the Data Protection team's contact number, see Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn or Global Customer Service phone numbers - Microsoft Support phone numbers. Depending on your country or region. For some countries, when calling the support number, while there will be about 30 seconds opening like something "you can visit link...." But you can ignore this opening and wait until the IVR options. During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc.
  • Here are some tips and an example of a prompt to help you navigate the IVR more effectively:
    In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:
    IVR: What kind of problem are you concerned about?
    Answer: Account access.
    IVR: What kind of product do you use?
    Answer: Microsoft 365 subscriptions.
    IVR confirmation: education or company account?
    Answer: For school
    IVR: Are you an administrator?
    Answer: Yes.
    IVR: Do you have the other administrator in your organization?
    Answer: No.
    IVR: Do you need a... Service request?
    Answer: Yes
  • You can also try the following conversation:
    IVR: "Welcome to Microsoft Support. Are you calling home or for business?"
    Answer: "Business"
    IVR: "How can I help you today?"
    Answer: "Support for data protection"
    IVR: "Do you already have a case number?"
    Answer: "No"
    IVR: "Do you have an Access ID?"
    Answer: "No"
    IVR: "Please hold while I transfer your call to the appropriate team."

Thank you for your precious time and your kind understanding.

Sincerely,

Roger Shen