Verify your identity

Question

my school has recently adjusted our outlook mail names, i am no longer able to use my authentication app to login to get into assignments. when i try to recover my account it asks me to verify my identity. when i look at the other options for me to verify my identify only the “use my app” is available. what do i do?

Answer 1

Dear @VIGIL, TIFFANY,

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

Based on your description, after your school updated your Outlook email/username, you can no longer sign in because Microsoft Authenticator is the only verification method available, and it no longer works for your account. You’re unable to verify your identity or access your assignments.

Since your email is an education account, your school IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings.  As a forum moderator, I do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn  

I hope information above can help you resolve the issue ASAP, feel free to reach out if you need any other support

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Answer 2

Because the school changed account details, the sign-in and MFA configuration may no longer match the old Authenticator setup. Use these steps and, if needed, involve the school’s IT/help desk:

1. Try another verification method
   • On the sign-in screen, look for options like “Use a different verification option”, “I don’t have a code”, or “I can’t use my authenticator app right now.”
   • If SMS or email is configured, choose that method to get a verification code instead of the app.
2. Check that the security info on the account is correct
   • After signing in with any working method, go to the Security info page for the school/work account and select Update info.
   • Confirm the phone number and email address are correct, or select I don't have any of these to replace your security info and add the Authenticator app again.
3. If codes are not arriving
   • Make sure the phone number/email shown (partially masked) is actually yours and correctly spelled.
   • Check junk/spam for messages from @accountprotection.microsoft.com.
   • Avoid repeatedly requesting codes; too many attempts can cause temporary blocking of verification codes.
4. If the account name or domain changed
   • Verify that the correct school email address is being used (for example, new domain or spelling) when signing in.
   • If the email address is correct but the security info shown (phone/email) is not recognized, follow the recover your account flow or select I don't have any of these and follow the prompts.
5. If still locked out
   • If multiple sign-in attempts have already failed, wait before trying again, as Microsoft Entra multifactor authentication can temporarily block further attempts.
   • Contact the school’s IT administrator or help desk and ask them to reset or re-register MFA for the account in Microsoft Entra so Authenticator can be set up again.

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References:

• Common problems with two-step verification for a work or school account
• Work or school account help