I can't sign into my authenticator app

Question

So I have a school account that requires me to use the authenticator app, unfortunately the only device I was signed in on logged me out. Now I can't log into it because it wants me to verify myself on the app. I'm stuck in a loop, and customer service is no help, I called and they told me to reset my password which isn't the problem, and they keep hanging up on me. It's not an actual email that you can receive messages on. I need to log into it ASAP so I can access my school work.

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @JB,

Based on the information you shared, I understand that you are currently unable to access your school account and that the multi-factor authentication (MFA) process keeps looping.

To better assist you, may I first confirm whether you are an administrator of the school account? If so, could you also let me know if there are any other administrators within your school?

1. Log in to your account. When prompted for MFA, select “I can’t use my Microsoft Authenticator app right now.” 

2. Choose the second option: “Use a verification code.”

3. You will be prompted to enter the verification code same as below 

4. Open the Microsoft Authenticator app on your mobile device. Tap your Business account. You will see a one-time password (OTP) code valid for 30 seconds. Please enter the code. 

It will shows you a One-time password code that will be available for 30 seconds. Please help me to input the code.  

If it is successfully, please reset your MFA settings through the Microsoft Entra admin center (https://entra.microsoft.com). This involves revoking the current MFA session and "require re-register your authentication methods"  (Manage authentication methods for Microsoft Entra multifactor authentication)   In case you are the end-user, please help me to reach out directly to the IT admin and request them to reset your MFA.

Please feel free to let me know if you have any concern.

Answer 2

For a school (work or school) account that is locked in an Authenticator loop, only the organization’s IT/admin can fully fix the problem. The steps depend on whether any alternative sign-in method is configured.

1. Try any alternative verification method

• Sign in to the school account as usual in a browser.
• When prompted for verification, use the keyboard to move to the option like “Sign in another way” and select it.
  • If this option appears, choose another method (for example, office phone, SMS, or another registered method) and complete sign-in.
  • If no other method is shown, there is no backup method configured and an admin must reset the MFA settings.

2. If no alternative method works or exists

• For school/work accounts, end users cannot reset their own MFA if they are locked out of all methods.
• An IT administrator at the school must clear or reset the MFA/authentication methods for the account in Microsoft Entra ID so that the next sign-in prompts for fresh registration of Authenticator.
• Contact the school’s IT help desk, support portal, or whoever manages Microsoft 365/Entra for the institution and explicitly request an MFA reset / clear authentication methods for the school account, not a password reset.

3. If the device with Authenticator was lost or access is gone

• Use a different method if one exists (see step 1).
• If not, the help desk must clear the two-step verification settings so that the account can be re-registered on the Authenticator app at next sign-in.

Until the school’s IT/admin resets the MFA settings or adds another method for the account, the loop cannot be broken from the user side.

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References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Work or school account help