Account Issue

Question

I have a recent issue on my authenticator app, because I had two phones and one them was accessing my student portal that needed the authentication app. Now that phone was used immediately and my authentication for my student portal got accidentally deleted. I'm going to ask a favor to either get the code for me so I can reset it directly in the student portal or just recover my loss authenticator I've created. Thank you so much! .

[Moderator edit: Changed tags from: Microsoft 365 & Office | Install, redeem, activate | For education | Other ]

Answer 1

Hey there, klein nogoy

Now that phone was used immediately and my authentication for my student portal got accidentally deleted

If you were signed into the Microsoft Authenticator app using your personal Microsoft account, you may be able to restore your accounts using the cloud backup. You can find instructions here: https://support.microsoft.com/en-us/authenticator/restore-account-credentials-from-microsoft-authenticator

If restoring from backup isn’t an option, then because this is a work/school account, your IT department will need to reset your authentication method in Microsoft Entra ID. They will be able to navigate to your profile, click onto "Authentication methods". They can then select "Require re-register multifactor authentication"

Once they have done this, you will be asked to re-register your authentication method on your next sign-in.

I'm going to ask a favor to either get the code for me so I can reset it directly in the student portal

For security reasons, Microsoft cannot retrieve or send authentication codes for you. Because your account belongs to an organisation, your IT administrator is the only one who can reset your authentication method. Microsoft Support will only intervene if there are no administrators left on the tenant. When this happens, the owner/administrator would need to provide information about the tenant to prove they are the owner.

In your case, your IT department is the correct team to help you regain access 😎

Hope this helps,
Nathan

Answer 2

The verification code or lost Authenticator data can’t be recovered or sent by support. To get back into the student portal, the account’s MFA methods must be reset and re-registered.

Use these steps depending on who manages the account:

1. If this is a school (work or school) account
   1. Contact the school’s IT/help desk or Microsoft 365 administrator.
   2. Ask them to reset your multifactor authentication by requiring you to re-register MFA for your account. They can do this in Microsoft Entra ID under your user → Authentication methods → Require re-register multifactor authentication.
   3. After they do this, sign in to your student portal again. You should be prompted to set up MFA from scratch and can add the Microsoft Authenticator app on your current phone.
2. If this is a personal Microsoft account used for education
   1. Sign in to the Microsoft account security info page (for example, via https://account.microsoft.com → Security → Security info) from a device where you’re still signed in, if possible.
   2. Add a new sign-in method (such as a phone number or a new Authenticator app registration) and remove the old Authenticator app entry.
   3. Then set up the Microsoft Authenticator app again on your current phone using the new registration.
3. If Authenticator backup/restore was used
   1. On the new phone, install Microsoft Authenticator.
   2. Use the same backup account and platform (iOS→iOS or Android→Android) and choose Restore from backup or Begin recovery.
   3. For work/school accounts, only the account name is restored; each account must be signed in again to complete setup.

If none of the above works and there is no other verification method (phone, email, or another device) available, only the organization’s admin or help desk can clear your MFA settings so they can be set up again. Microsoft support cannot send verification codes or bypass security for a work or school account.

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References:

• Common problems with two-step verification for a work or school account
• Frequently asked questions about Microsoft Entra multifactor authentication
• Restore account credentials from Microsoft Authenticator
• Can't set up MFA because five devices are already registered to use an authenticator app
• I need to reset my mfa methods - Microsoft Q&A
• Authenticator locked and cannot access at all after replacing phone - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Reset Personal Azure MFA - Microsoft Q&A