App issues

Question

I’m having issues trying to log into my Authenticator app on my phone for manager class. The app is not providing me with the proper code I need to log into my laptop to finish my assignments. Is there anyway I can reset the app?

Answer 1

Hello @Erwin Justin (US Stores),

Per your login issue, may I ask if you have any alternative method to sign-in (SMS, email,...)? If yes, please try sign-in using this alternative method. 

If you don't have any alternative sign-in method, could you please confirm that you are the end-user or the IT admin of your organization? 

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 

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 education.   
• A confirmation: education or company account?   
• B: For education
• 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   

You may need to call multiple times before you are connected to a live support representative and can successfully create a support request with a ticket number for tracking. 

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.   

I’d like to clarify that as a forum moderator, I do not have access to user sign-in logs, cannot reset MFA, revoke access, or contact Microsoft Support on your behalf. Please consider me an end user as well, providing guidance based on experience and documented processes. 

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

To resolve issues signing in with Microsoft Authenticator and codes not appearing or working, try these steps in order:

1. Check the Authenticator app state
   • Make sure the app is unlocked on the phone. If the app is locked, the prompt or code entry box may not appear.
2. Verify notifications and prompts
   • Ensure notifications are enabled for Microsoft Authenticator on the phone. Silent or disabled notifications can prevent prompts needed to complete sign-in.
   • If using text message codes as an alternative, check SMS messages in case a code arrived silently.
3. Update the app
   • Confirm Microsoft Authenticator is updated to the latest version. Outdated versions can cause authentication failures.
4. Check network and device settings
   • Make sure the phone has a working internet connection (Wi‑Fi or mobile data). Try switching between them if needed.
   • Verify the phone’s date and time are set correctly (prefer automatic time from network).
5. Complete login in the broker app
   • If the sign-in flow mentions that the authenticator did not complete login, open Microsoft Authenticator, Company Portal, or the primary Microsoft app on the device and complete any pending sign‑in prompts there.
6. If the app still doesn’t provide a usable code
   • For a work or school account (such as for classes), contact the school or organization’s IT administrator/Help desk and ask them to:
     • Reset or clear your MFA settings, or
     • Require re‑register multifactor authentication for your account in Microsoft Entra.
   • After they reset MFA, the next time you sign in you will be prompted to set up Authenticator again (scan a new QR code) and the app will start generating valid codes.
7. If you can’t sign in after multiple attempts
   • Wait a bit before trying again, or use a different MFA method if one is configured (e.g., SMS or phone call).
   • If repeated attempts still fail, ask the IT administrator to review Microsoft Entra sign‑in logs and your MFA configuration.

If the phone was lost or replaced and the original Authenticator setup is no longer accessible, IT support must clear or reset your MFA registration; there is no way to fully “reset” the app for a work/school account without an admin resetting the account’s MFA settings.

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References:

• Authenticator Did Not Complete Login
• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account
• Work or school account help
• I need to reset my mfa methods - 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A