Trouble in Re-log in my student MS account in my new mobile

Question

Hi Ms Teams,

I am currently using the account as a student. Since I recently changed my mobile phone, I am trying to connect my MS Teams school login email, but my authenticator app isn't working because I need to sign in with the Microsoft account, which requires an authenticator app to proceed. I currently use MS Teams on my laptop, but I need to use the MS app on my mobile device. I am looking forward to receiving a response on this matter.

Answer 1

To use the school account on the new mobile when Microsoft Authenticator is required but not working, the account’s multi-factor authentication (MFA) settings must be reset or an alternative sign-in method must be used. This can only be done by the school/organization’s IT admin.

Action steps:

1. Continue using the account on the laptop
   • Stay signed in on the laptop where access still works. Do not sign out until MFA is fixed, because this is the only working access right now.
2. Check for alternative verification methods
   • When prompted to approve sign-in with Authenticator on the new phone, look for options such as:
     • “I can’t use my Microsoft Authenticator app right now” or similar.
     • SMS or phone call verification.
   • If SMS/phone or another method works and the sign-in completes, reconfigure Microsoft Authenticator on the new phone when prompted.
3. If no alternative method works, contact the school IT/helpdesk
   • Because this is a student/school account, only the organization’s admin can reset MFA.
   • Ask the IT admin to:
     • Clear or reset the MFA / Authenticator registration for the account in Microsoft Entra Admin Center.
     • Enable “Require re-register multifactor authentication” (or equivalent) so that the next sign-in prompts to set up Authenticator again on the new phone.
   • After the admin resets MFA, sign in on the new mobile, follow the prompts, and scan the QR code with Microsoft Authenticator to complete setup.
4. If the account has only one admin (for small schools/tenants)
   • If the school’s tenant has only one global admin and that admin is locked out due to Authenticator, the Microsoft Data Protection team must be involved via a support ticket raised through Microsoft Support. This is handled by the organization, not by a student.

Until the school IT resets MFA or enables an alternative method, the account cannot be added to Microsoft Authenticator on the new phone because the app itself requires the same account for verification.

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References:

• Why am I having trouble signing in to Microsoft Teams?
• How to log in to Microsoft Teams
• Common problems with two-step verification for a work or school account
• Microsoft authenticator sending me into a spiral - 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A