I am not able to login to my power up account.

Question

Hi,

I am not able to login to my power up account.

My powerup login is "[Moderator note: Personal information removed]@learnwithpowerup.onmicrosoft.com"

After I enter my login, it takes me to the next screen it asks me enter the code from Microsoft authenticator app. But I am not receiving the notification on the authenticator app.

I am stuck in a vicious cycle now. Please help

A

Answer 1

Hello @Ashmaan Siddiqui, 

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

I'm very sorry for the inconvenience you’ve experienced, based on the details you shared. May I ask if you have any alternative method to sign-in besides Authenticator? If yes, please try sign-in using this alternative method. 

 

If you don't have any alternative sign-in method, you'll need to revoke your MFA access, which will allow you to set up Authenticator on a new device and then you can access other Microsoft services.  

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If you're an Independent learner:

• Go to Help Center
• Click on the "Support" button under "How can we help you?"
• You’ll be prompted to send an email to the Support team. Please complete and submit the email to proceed. Explain that you are currently locked out of your Power Up account and are requesting assistance to reset your MFA settings.
• If you’re not certain how to describe the issue to the support team, feel free to let me know and I can assist further.

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If you're an Enterprise learner:

Could you please confirm that you are the end-user or the IT admin of your organization? 

If you are the end-user, I would recommend you contact your organization account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. 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  

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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