Microsoft Authenticator

Question

I bought a new phone, I signed into my Microsoft account. It said I had to log into my account, I tried to, it kept sending me notifications to use the code in my app, well I’m trying to sign into my account. I’m just locked out, from my school stuff now. This is a problem and I’m gonna crashout.

Answer 1

Hello Haley wilcox,

Welcome to Microsoft Q&A forum.  

Thank you for reaching out to us. Based on your provided information, it looks like you are having an issue with multi-factor authentication after changing to a new phone. 

First of all, please help me to check whether your old phone still receive the notification or having any other option to sign in or not instead of the Authenticator app by selecting "I can't use my Microsoft Authenticator app right now". If you have an option to verify via phone number, please use it.  

After that, try to:  

1. Accessing the link https://myaccount.microsoft.com and login with your account.  
2. Navigate to the Security Info section. 

3. If you see Microsoft Authenticator associated with an old device or your current device but there is nothing in your Microsoft Authenticator app, please remove it by selecting Delete. 

4. Click on “Add sign-in method” and select Microsoft Authenticator. Follow the prompts to set it up on your new phone. 

If those information above do not help, please help me to contact directly to your school IT Admin and they would support you to reset the Authenticator App through the Microsoft Entra admin center. This involves revoking the current MFA session and "require re-register your authentication methods" (Manage authentication methods for Microsoft Entra multifactor authentication).  

I hope this information helps you take the right steps to regain access to your account. If you have any updates or additional details, please feel free to leave a comment under this post. I’ll be happy to assist further within my scope.   

Answer 2

It sounds like you're experiencing issues with accessing your Microsoft account due to the Microsoft Authenticator app on your new phone. When you set up a new device, the Authenticator app needs to be configured again to generate the necessary codes for two-factor authentication (2FA). Here are some steps you can take to regain access:

1. Use Alternative Sign-in Methods: If you have set up alternative methods for signing in (like SMS or email), try using those to log into your account.
2. Contact Your School's IT Support: Since this is related to your school account, reach out to your school's IT department for assistance. They may be able to reset your 2FA settings or provide alternative access.
3. Reset Multi-Factor Authentication (MFA): If you are the only administrator for your account, you may need to contact Microsoft support directly to reset your MFA settings. This can usually be done through their customer service hotline.
4. Create a Temporary Account: If you cannot reach support, consider creating a trial Microsoft 365 account to submit a support ticket regarding your locked account.

These steps should help you regain access to your account and resolve the issue with the Authenticator app.

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References:

• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A