How to get a code from authenticator microsoft entra id account?

Question

Hi I cant get a code even though I added my account into the authenticator app, that account is set as Microsoft Entra ID and it is greyish compared to my other accounts which are in white tabs. I wanted to login outlook using my school account but I cant receive the code at all even though my account is there, when I click into my account, it wont show any code too.

I tried deleting the account and add it back again but it didnt send any code too, now my account is just there in authenticator app but nothing can do with it. I cant verify my own account when I dont receive any codes or notifications.

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Answer 1

Hi I contacted the IT admin and I successfully login to my account, thank you for the help.

Answer 2

Hello @May Ng, 

Thank you for posting your valuable question on Microsoft Q&A forum.   

A greyed‑out Entra ID account in Microsoft Authenticator usually means the account was added only on the phone locally, but it was never fully registered with your school’s Microsoft identity system.

If you're an end-user, please reach out to your school’s Microsoft 365 administrator and ask them to reset your MFA settings using the Microsoft Entra Admin Center.

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If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Here are some key points to keep in mind:   

You start by contacting the person who originally provided your account, such as a teacher, school administrator, or IT support staff. If unsure who to reach out to, begin with a teacher or staff member you regularly interact with; they can assist or direct you to the right department. Additionally, use your school’s helpdesk portal, support email, or tech support channel for assistance.  

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 Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you're an IT admin, please check to see if there are other IT admins in your organization who can help you with the reset. 

If you are the only administrator in your organization, this request cannot be handled through the Microsoft Q&A forum due to security and privacy limitations. In this case, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

First, when you call the hotline, it asks what kind of problem you are worried about.   

Answered: authenticator.   

A: What kind of product are you using?   

B: Office 365 for business.   

A confirmation: education or company account?   

B: For companies   

A: Are you an administrator?   

B: Yes.   

A: Do you have the other admin in your organization?   

B: No.   

A: You need one.... Service request?   

B: Yes   

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.   

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

I hope you can successfully revoke your access. If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!  

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Answer 3

To resolve the issue of not receiving a code from your Microsoft Entra ID account in the Microsoft Authenticator app, you can follow these steps:

1. Check Account Configuration: Make sure that your account is properly configured for multi-factor authentication (MFA). If the account appears greyed out, it may indicate that it is not set up correctly.
2. Alternative Sign-in Method: If you have an alternative method to sign in (like a recovery email or phone number), try using that to access your account.
3. Re-register MFA: If you are unable to receive codes, you may need to reset your MFA settings. This can typically be done by contacting your school’s IT administrator who can revoke your MFA access, allowing you to set it up again. They can follow these steps:
   • Go to Microsoft Entra Admin Center.
   • Navigate to Users > All Users.
   • Select your user account and go to Authentication Methods.
   • Click "Require re-register multifactor authentication".
4. Update Authenticator App: Ensure that your Microsoft Authenticator app is updated to the latest version. Outdated versions may not function correctly.
5. Check for Third-party App Interference: If you have any third-party security apps, they might be blocking the verification codes. Try disabling them temporarily to see if that resolves the issue.
6. Use Different Verification Method: If possible, try using a different verification method (like a phone call or SMS) to receive your codes instead of relying solely on the app.

If these steps do not resolve the issue, you may need to reach out to Microsoft support for further assistance.

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References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app