Authentication app

Question

I am writing to request assistance with accessing my account. I recently deleted and reinstalled the authentication app, but I am now unable to log back in.

The login process is prompting me for a verification code; however, because I am not currently logged into the app, I have no way to receive or view this code. I am effectively locked out of my account. It doesn’t let me verify any other way. I have limited time to log in to my university account i need to access it ASAP

Could you please advise on the steps I should take to recover my account or provide an alternative method for verification? Please let me know what information you need from me to verify my identity and restore access.

Thank you for your help.

Answer 1

Hello @Julia St-Laurent ,

I'm sorry to hear that you're unable to access your university account.

Based on your description, you'll need to revoke your MFA access, which will allow you to set up Authenticator on a new device and then you can access other Microsoft services. 

If you're an end-user, please reach out to your school’s Microsoft 365 administrator and ask them to reset your MFA settings using the Microsoft Entra Admin Center.

If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Here are some key points to keep in mind:   

You start by contacting the person who originally provided your account, such as a teacher, school administrator, or IT support staff. If unsure who to reach out to, begin with a teacher or staff member you regularly interact with; they can assist or direct you to the right department. Additionally, use your school’s helpdesk portal, support email, or tech support channel for assistance.  

Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Entra ID > Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you're an IT admin, please check to see if there are other IT admins in your organization who can help you with the reset. 

If you are the only administrator in this tenant, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

• First, when you call the hotline, it asks what kind of problem you are worried about.   
• Answered: authenticator.   
• A: What kind of product are you using?   
• B: Microsoft 365 for business.   
• A confirmation: education or company account?   
• B: For companies   
• A: Are you an administrator?   
• B: Yes.   
• A: Do you have the other admin in your organization?   
• B: No.   
• A: You need one.... Service request?   
• B: Yes   

If your subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.   

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!  

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Answer 2

For a university or work account protected by Microsoft Authenticator, deleting and reinstalling the app without another verification method configured usually requires an admin or Microsoft support–assisted reset.

Follow these steps based on the documented options:

1. If there is another MFA method on the account
   • At the MFA prompt, look for options such as “Use a different verification option”, “I can’t use my Microsoft Authenticator app right now”, or SMS/email code.
   • If SMS or email codes are available, use them to sign in.
   • Once signed in, go to your security/MFA settings and:
     1. Add a new method (e.g., phone, email, or re-register Microsoft Authenticator).
     2. Remove the old Authenticator registration if it is no longer valid.
2. If Microsoft Authenticator is the only method and you are locked out
   • For a work or school (university) account, only your organization or Microsoft’s Data Protection process can reset MFA:
     1. Contact your university’s IT Help Desk or support immediately and explain that you deleted the Authenticator app and are the account owner but cannot complete MFA.
     2. Ask them to review your sign-in logs and reset your MFA methods. They may clear your MFA registration so you can set it up again at next sign-in.
   • If you are the only admin on a tenant (not typical for a student, but relevant for admins):
     1. Call Microsoft’s Customer service phone numbers - Microsoft Support and clearly state that you are locked out as the only administrator and need the Data Protection team to reset your MFA, as described in the referenced Q&A.
3. If this is a personal Microsoft account (not university)
   • If you still have at least one working security method (phone/email):
     1. Sign in to the Advanced security options page.
     2. Select Add a new way to sign in or verify, configure a new method, verify it, then remove the old one.
   • If you have lost access to all security info:
     1. Start sign-in and, at “Verify your identity”, choose “I don't have any of these”.
     2. Follow the steps to replace your security info. After replacement, there is a 30‑day wait before full access is restored.
4. If you see errors after many attempts
   • Multiple failed sign-in attempts can trigger protection and temporarily block more attempts.
   • Wait for the block to clear, or use a different MFA method if available.
   • If you suspect someone else is trying to access the account, inform your IT administrator so they can check Microsoft Entra sign-in logs.

Because the account is a university account and only Authenticator is accepted, the practical next step is to contact the university IT/Help Desk urgently and request an MFA reset for the account.

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References:

• Common problems with two-step verification for a work or school account
• Troubleshoot Microsoft verification code issues
• I can't sign in to my Microsoft account
• Authentication did not complete
• Microsoft account has been locked
• Using Outlook mobile to sign in
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A

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