I can’t change my password

Question

I can’t change my password for my school. It’s saying to put a number into the Authenticator app but when I get into the app It doesn’t give me the option to

Answer 1

Hi, I'm John! I will help you with this.

When signing in, make sure to click "Send notification" this should trigger the Authenticator app to show the pop-up.

If there's no pop-up notification, expand the notification area in your phone and check for any from Microsoft Authenticator "New sign-in request for your Microsoft account".

If you don’t receive the notification after clicking "Send notification", you can try troubleshooting the Microsoft Authenticator app using the steps in this guide from Microsoft: "Troubleshoot problems with Microsoft Authenticator" https://support.microsoft.com/account-billing/troubleshoot-problems-with-microsoft-authenticator-a3a74493-566b-4c2e-b949-a2789bac0fd3

---

Let me know how it goes. Or if you have any further questions or concerns.

Click "Add comment" to let me know.

Regards,

John J.D.

Answer 2

To change a school (work or school) account password when Microsoft Authenticator is involved, use these steps and checks:

1. Start from the correct portal
   • Use the My Account / My Sign-ins experience for work or school accounts:
     • https://myaccount.microsoft.com (or your school’s custom link)
   • If sign-in fails or redirects, confirm the URL matches your organization (for example, https://myapps.microsoft.com/contoso.com).
2. Make sure the account and password are valid
   • Confirm the current password is correct and not expired. If it might be wrong or expired, use the self-service reset flow: Reset your password.
3. Understand the “enter the number in Authenticator” prompt
   • This is number matching for Microsoft Entra multifactor authentication.
   • When the sign-in screen shows a two‑digit number, the Authenticator app should pop up a notification for the same account asking to:
     • Approve sign-in, and
     • Enter the number shown on the sign-in screen.
4. If the Authenticator app does not show a number entry box
   • Check that:
     • The app is unlocked and open (see Authentication did not complete).
     • Notifications are enabled for Microsoft Authenticator on the phone.
     • The app is updated to the latest version.
     • The phone has a working internet connection and correct date/time.
   • Then retry the sign-in and watch for a new notification from Authenticator.
5. Try an alternative verification method (if available)
   • On the MFA prompt, look for options like “Use a different verification option” and choose:
     • Text message (SMS) code, or
     • Phone call, or
     • Another registered method.
   • If these work, sign in and then:
     • Go to Security info / My Security Info and review methods.
     • Re‑add the Authenticator app or update methods as needed.
6. If password reset itself is failing
   • If the reset page says “We couldn’t verify your account” after entering the User ID, the usual causes are:
     • Not registered for password reset yet, or
     • The school/organization has not enabled self‑service password reset.
   • In that case, follow the guidance in the reset article: either register the verification methods first or use the “contact an administrator” link so the school IT can reset the password for the account.
7. If sign-in is blocked after multiple attempts
   • Too many failed MFA attempts can temporarily block sign-in. Wait and try again later, or use a different MFA method if one is configured. If there is any suspicion that someone else is trying to access the account, contact the school’s IT help desk and ask them to check Microsoft Entra sign-in logs.
8. When to contact school IT/help desk
   • Contact the school’s IT support if:
     • The Authenticator app never shows a prompt or number entry field even after checking notifications, updates, and network.
     • No alternative MFA methods work.
     • The password reset page reports that the account cannot be verified or that password reset is not enabled.
     • The account appears locked or compromised.
   • Ask them specifically to:
     • Verify and, if needed, reset MFA methods for the account.
     • Confirm that self-service password reset is enabled for students and that the account is registered.

Once IT has fixed MFA or reset methods, repeat the password change or reset using the My Account / My Sign-ins experience.

---

References:

• Troubleshoot problems with the My Apps portal
• Change your work or school account password
• Work or school account help
• View your work or school account sign-in activity from My Sign-ins
• Reset your Microsoft work or school account password using security info
• Authentication did not complete
• Common problems with two-step verification for a work or school account