Signing in verification authenticator app problem

Question

Good day! I have an email that uses [Moderator note: personal info removed]. I was trying to log in but it keeps asking for sign in verification code from my authenticator app. However, my account was not connected to the authenticator app as of now. Hence, no code was being given. Furthermore, I'am only being given 2 choices to verify my account which again requires code from authenticator app (photo below).

I tried to contact my school administrator but they say they don't have access to the admin site. Can you help me log in to my account, I really need to use my OneDrive. There is also no "recover account" option.

Answer 1

Hi @Kenneth,

Thank you for posting on Microsoft Q&A forum and I'm sorry to hear you're having trouble logging into your Microsoft school account. 

To better assist you, could you please clarify the following:

• Have you previously set up the Microsoft Authenticator app on any device for this account, or is this your first time trying to sign in?   
• If so, are you currently using the same device where you originally registered the Authenticator app? Have you recently switched to a new device?

As you mentioned, your account is not currently connected to the authenticator app. Based on common scenarios, this issue often arises when a user changes their mobile device or reinstalls the authenticator app. In such cases, the original configuration is lost because the security tokens stored on the previous device are no longer available. 

When this occurs, the system continues to expect verification from the previously registered authenticator, which results in repeated prompts for a code that you cannot provide. Unfortunately, this cannot be bypassed without re-registering the authenticator app through your institution’s account management process.

Please note that accounts for educational institutions are managed entirely by the school’s IT administrators or technical support team. Any changes related to authentication or account recovery must be handled by them. To resolve this, your school’s IT administrator will need to reset your multi-factor authentication settings and enable you to set up the authenticator app again on your current device.

As Q&A forum moderators, we hope you understand that we do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. Our role is to guide users to the appropriate support channels and provide solutions that those with administrative permissions can use to resolve the issue. While we do not have access to internal systems or tools required for account-specific or backend-related changes, we will continue to support you within the scope of our responsibilities.  

To assist you more effectively, I’ve initiated a private message. Please check the private message at your earliest convenience so I can continue providing guidance on the next steps for this issue.

To access your private messages, sign in to the Q&A forum using the account you used to post your question. Then, navigate to the Private Messages section to view and respond.

 

Thank you for your attention to this matter. I look forward to your response.

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