I just changed my phone, I don’t know why every time I need to access something i cannot get the code or put the code on my Authenticator app, pls help me to sort this out ASAP, also “other option” is not working

Question

I got a student account, I just changed my phone, I can’t access anything that got my university account, it does ask me for the code but I cannot type it as usually in my Authenticator app, even the section “other option “ is not working too. Please help me ASAP

Answer 1

If you have recently changed your phone and are having trouble accessing your university account due to issues with the Authenticator app, here are some steps you can take to resolve the problem:

1. Reinstall the Authenticator App: Make sure you have the Microsoft Authenticator app installed on your new phone. If it's already installed, try uninstalling and then reinstalling it.
2. Set Up the Authenticator App Again: You may need to set up your university account in the Authenticator app again. This usually involves scanning a QR code provided by your university's IT department or logging into your account and following the prompts to set up MFA again.
3. Try Alternative Verification Methods: If the "other option" for verification is not working, ensure that you have access to any backup methods set up for MFA, such as receiving a text message or a phone call. If these options are not available, you may need to contact your university's IT support for assistance.
4. Check for Blocked Numbers: Sometimes, phone numbers can be blocked from receiving verification calls or texts. Ensure that your phone number is not blocked and that you have a good signal.
5. Use a Different Device: If possible, try accessing your account from a different device or a computer to see if you can receive the verification code there.

If these steps do not resolve the issue, it is recommended to contact your university's IT support for further assistance, as they can provide specific guidance related to your account and MFA setup.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Authentication methods in Microsoft Entra ID - Voice call

Answer 2

Dear @YOUSSEF, LEONARDO (Student),

Thank you for reaching out to Microsoft Q&A forum. We are happy to assist you.

If you are using school account provided by your , please contact your IT or admin team and request that they reset the MFA methods for the affected users.

Below is a step-by-step solution tailored for your IT admin to follow to reset MFA for your account

1 – Navigate to Microsoft 365 Admin Center, you can click Identity at the sidebar   

Microsoft 365 Admin Center website: Microsoft 365 admin center   

It will lead you to Microsoft Entra Admin Center

Next Select Users > Click All users    

Click on to the affected account name (your account)   

For example: 

2. Select "Authentication Methods"  
3. Click "Require re-register multifactor authentication" 

Next time the user sign in, the system will require them to set up a new authentication method. By using this, the affected user can re-set up the right authentication method.      

I hope this information is helpful. If you need any further assistance, please feel free to reach out. We are here to help. Thank you very much for your understanding and cooperation.