I used authenticator app from Microsoft

Question

Basically I use Microsoft authenticator app for my college email and now I cant log in ever since I got a new phone and my old phone was taken in for trade in so I can't unadd it from the other one and I can't access school or emails from my teachers

Answer 1

Dear @Nicky Lundberg, 

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

As a moderator, I don't have the tools to investigate your specific account directly because this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. However, I will try my best to guide you as clearly as possible.    

I noticed you mentioned ‘college email’, could you please confirm if you are using a student account that is administered by your school's IT department? 

If in this case, please kindly help me contact your organization’s IT (IT Admin) and ask them to reset your MFA from the Microsoft Entra admin center. Specifically, they should: 

• Require you to re‑register MFA, and 
• Revoke existing MFA sessions, then have you sign in again to re‑set up the Authenticator app. 

References (for your admin): 

• Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID …    
• If you’re unsure who the Global Admin is within your account's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support 

As general Microsoft Support, we do not have administrative access to change tenant MFA settings - your organization’s admin needs to perform the reset. 

After they assist you with reconfiguring your MFA, you will log back into your account and set up MFA on your new phone from scratch. 

I am standing by to assist with any information. If you have any questions or require further clarification, do not hesitate to reach out. 

Looking forward to your response!  

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