Resetting my Microsoft authenticator

Question

My college email won't work anymore and anytime I try and sign in and my Microsoft authenticator wont work. This is exactly what I do, I open the college app I hit the single person login and then put in my email and password that works, then i go to the next screen it asks for my number from the authenticator app which WAS working and now it's not. It wont give me a code or number. It had worked breifly before hand. I go to it and I connected the marshall account but no such code is shown. I have tried on the Microsoft Authenticator app to set up 2 factor authentication for it to see if i needed to do that but it wont work because it still asks for a code from that app when i cant get a code from the app because im trying to set it up? I'm so confused this has been going on for like 2 weeks now. I need this to work because I can't even get into my email for my college without the Authenticator giving me a code of some sort.

Answer 1

Hi @Abby Sherlin,

Regarding your issue, since this is a college (work or education) account, the Microsoft Authenticator setup is controlled by your college’s IT administrator. At this point, you’ll need to contact your college’s IT support and ask them to reset or revoke your MFA registration in Microsoft Entra ID (Azure AD). Once they remove the existing MFA methods, you should be able to set up Microsoft Authenticator again and sign in to your email.

They can follow these steps:   

1. Sign in to the entra.microsoft.com as at least Authentication Administrator.   
2. Select User -> All user.   Select the user (your account) to act on and select Authentication methods. then select Require re-register of multi-factor authentication.    

• Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.   

  

For more details, please refer to: Manage user authentication methods for Microsoft Entra multifactor authentication. 

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again.   

Hopefully it will help work with your issue and if you have any other questions or need further assistance, feel free to ask.   

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Answer 2

The Microsoft Authenticator app is currently the only verification method for the college (work/school) account, and it is no longer providing a code or prompt. In this situation, the account’s multifactor authentication (MFA) must be reset by the college’s IT/tenant administrators; it cannot be fixed from the app alone.

Use these steps depending on the role:

1. Try any alternative sign-in method

• If any other method was ever configured (SMS, phone call, backup email, security key), use that instead of Authenticator when prompted.
• If another method works and access to the account is restored, go to the Security info page and update MFA methods (add or reconfigure Microsoft Authenticator, phone, etc.).

2. If no alternative method works (typical student scenario)

• Contact the college’s IT Help Desk or Microsoft 365/Entra ID administrator and explain:
  • The account is a college/work/school account.
  • The Microsoft Authenticator app no longer shows a code or prompt.
  • There is no way to complete sign-in because the system always asks for Authenticator.
• Ask them specifically to reset or clear the MFA settings / require re-register MFA for the account in Microsoft Entra ID. After they do this, the next sign-in will prompt to set up Authenticator (or another MFA method) from scratch.

3. If acting as the tenant admin

• In Microsoft Entra Admin Center, the admin can:
  • Go to Users → All users → select the affected user.
  • Open Authentication methods.
  • Use the “Require re-register multifactor authentication” option to force reconfiguration of MFA methods.
• If the affected user is the only global admin and is locked out, the admin must contact Microsoft support (Data Protection team) via the published customer service phone numbers to request an MFA reset for the tenant admin account.

4. While locked out

• Access to college email and apps will remain blocked until an admin resets MFA or an alternative method is used.
• Support agents and forum moderators cannot bypass verification or send codes directly; only the organization’s admins or Microsoft’s Data Protection team (for admins) can reset MFA.

Once MFA is reset and access is restored, configure at least one backup method (e.g., phone or email) in addition to Microsoft Authenticator to avoid being locked out again if the app or phone fails.

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References:

• Common problems with two-step verification for a work or school account
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A