How to fix Aunthenticator app log in and outlook email login when I need both apps to log into eachother

Question

I have been logged out of my outlook on my computer, the app on my phone, and my authenticator app. The only way to send a code is through the authenticator app but when I try to log into the outlook app on my phone it takes me straight to the authenticator app and then asks for the code that is in the app, but I am already in the app and there is no code or any way to find it. When I try to log in through my computer, my account is on the app but doesn't seem to be connected because there is never a code that is displayed. I know my password is correct because I recently had to change it. I have tried to turn off the 2 step-authorization feature, but it is a never-ending loop. When I try to turn off the 2 step- authorization it makes me log in and then asks me for the code that I am unable to obtain. I do not know what to do, but I need to be able to access my email ASAP. Thank you. I just recently got a new phone and had to trade in the old phone I do not have access to my old phone anymore.

Answer 1

It seems you are experiencing issues with logging into your Outlook account due to the multi-factor authentication (MFA) setup, especially since you no longer have access to your old phone where the authenticator app was set up. Here are some steps you can take to resolve the issue:

1. Use App Passwords: If your organization allows the use of app passwords, you can create one to sign in to Outlook without needing the MFA code. You would need to delete any existing sign-in information from the Outlook app and then sign in using your username and the app password instead of your regular password.
2. Reset MFA: Since you cannot access the authenticator app, you may need to contact your organization's Product Support to reset your MFA settings. Provide them with your email address so they can assist you.
3. Access via Web: Try accessing your Outlook account through a web browser. Sometimes, web access can provide different options for authentication or recovery.
4. Check for Notifications: Ensure that you have notifications enabled for your new authenticator app if you have reinstalled it. If you are using a different authenticator app, make sure it is set up correctly with your Outlook account.
5. Emergency Access: If you have set up an emergency access account (break-glass account), you can use that to regain access to your account.

If these steps do not resolve your issue, it is best to reach out to your IT support for further assistance.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Troubleshoot sign-in issues and account access problems

Answer 2

Dear @Kayla Samuels,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, I understand how urgent this situation must feel. Please know you’re not alone in this, and we’ll guide you through every step to get you back in control as quickly as possible.

Firstly, since your question's tag is "For education", may I please double confirm if the account in question is a Microsoft 365 educational account which is provided by your college/institution?  

If you are using education account, to access to your school account again, here are some steps I recommend you try: 

Step 1: When signing in, please try to look for options like "Other ways to sign in"

Step 2: Contact your school IT staff directly

If the issue still persists, since you are using an education account, and your school has an MFA setting for your account, I highly recommend you contact your school IT staff directly so that they may reset your MFA settings to your new mobile number. You might also ask whether your MFA can be temporarily disabled to allow an emergency sign-in.   

For that reason, the school IT admin can Revoke MFA sessions and require re-registration in Microsoft Entra admin center  

For more information and instruction, please ask the school IT Admin to follow the Microsoft Official Guide here: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 

Note: Please understand that as forum moderator, my primary goal is to provide helpful guidance and support through general troubleshooting steps. While I don’t have access to internal systems or test devices required to resolve backend/account issues effectively due to privacy and security constraints, I truly appreciate your understanding of these limitations. I genuinely hope the information I share helps guide you in the right direction, and I'm always here to assist as much as I can within my scope.  

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this. If I misunderstand anything, please feel free to reach out.

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

I'm looking forward for your reply.

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