How to fix problem with authenticator app

Question

Good morning,

I can't log in my univeristy account from any other device except from my computer because the authenticator app is not working: both the outlook and authenticator app require me a pin code to log in (but since it is the autenthicator app that should give me the code for the outlook account, I can't log neither in outlook nor in the autenthicator app).

I really need to have my institutional mail on the phone asap,

thanks.

Answer 1

I would like to first clarify that this is a user-to-user support forum, and we are not Microsoft support. Moderators here do not have backend access and cannot directly intervene in Microsoft products or perform escalations. We can only provide technical guidance and best-practice recommendations based on reported issues.

Hi @Ludovica Tattini

Based on your description, since this is a student (work/school) account, the MFA (Authenticator) settings are managed by your school’s IT system. Unfortunately, there isn’t a way to bypass or reset MFA from the app itself.

The recommended solution is to contact your school’s IT Helpdesk or Microsoft 365 administrator and request an MFA/Authenticator reset for your account. Please refer this document to your IT Admin:

Manage user authentication methods for Microsoft Entra multifactor authentication

Once they reset your authentication methods:

• You should be able to sign in again
• You will then be prompted to re-register Microsoft Authenticator on your device

I hope this helps and that you’re able to regain access soon. If you have any updates or questions along the way, please feel free to let me know.

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