Cannot access account

Question

I cannot access my account. I enter my credentials do the microsoft authenticator steps and I get an error. My account is a free non profit account. I was trying to start a meeting and it kept crashing out when I tried to join through the app on my phone since I could not log in on the computer.

Answer 1

how do i get in touch with someone to check out my subscription of 365? it indicated that it expired but i know it's not. I have two subscriptions i guess. So i need someone to check this out for me.

Answer 2

Dear @Erin Richardson,

Based on your description, the issue appears to occur during the Microsoft Authenticator verification step, which may indicate a problem with the authentication process or the current sign-in session.

For better assist, please kindly let me know some information:

• When you start a meeting, but the app keeps crashing, what exact error message do you see? Could you please take a screenshot of the error and share it with me?
• Do other applications experience a similar issue, or is it only happening with this app?
• You mentioned that you are unable to sign in on your computer could you please confirm what error message is displayed when you attempt to sign in there as well?

To help isolate the issue, could you please try the following steps:

1.Try signing in via a web browser

Please attempt to sign in through Office.com or Teams on the web and check if the issue still occurred

2.Reinstall the Teams mobile app

• Uninstall the app, restart your phone, and reinstall it from the app store
• Then try signing in again

If the issue continues after trying these steps especially if you’re unable to access your account on any device it may be related to your account’s multi-factor authentication configuration.

In this case, I would recommend you contact your IT Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:   

1. Sign in to the entra.microsoft.com as at least one 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 step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID | Microsoft Learn    

If you’re unsure who the Global Admin is within your school account's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support  

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. 

I appreciate your patience, and I am here to help. Looking forward to your response!

I’ll continue working with you until we get this resolved. Please feel free to reply with the requested details, and I’ll provide the next steps right away.

Thank you for your patience and cooperation.

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