Having problems with authenticator/student account

Question

I had to replace my cell phone because it wasn’t working properly. This is when the problems with authenticator started. Everything was backed up from the replacement phone to the new one. I can login to my student account and I will receive a two digit code, but that’s it. I can’t verify it. I’ve tried so many things. I have finals due this week and I can’t access my school’s portal to take my exams because of this. I didn’t know I was going to have this problem. How can this be resolved?

Answer 1

Hello @Cynthya Cooke,

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

Based on your description, the issue occurs because your Microsoft account is protected by Multi-Factor Authentication (MFA). Since your account is managed by your school, Microsoft cannot directly reset or revoke your multi-factor authentication settings. This action must be performed by your school’s IT administrator.  

Please reach out to your IT admin and request that they revoke and require re-registration of your Multi-Factor Authentication (MFA) settings. They can do this by following these steps:  

• Signing in to the Microsoft Entra Admin Center  
• Navigating to Users > Your Account > Authentication methods  
• Selecting Require re-register MFA  

Once this is completed, you will be prompted to set up MFA again during your next login, allowing you to configure Microsoft Authenticator on your new device.

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support  

Please contact your school’s IT team as soon as possible, as they are the only ones who can perform this reset. Once they have completed the process, try signing in again and let us know if you need further guidance.  

Best regards,  

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