Need a new QR code for onmicrosoft.com account

Question

Need a new QR code for onmicrosoft.com account

Chris Neveu 0

I've switched phones recently and new a new QR code to login into the authenticator. This is a school account for MS Projects. I seem to be chasing my tail trying to find a solution. Microsoft needs a code or 2 step verification to login which I cant get without a new QR code which I cant get because i cant login.

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Answer 1

Hendrix-C 19,970 Microsoft External Staff Moderator

Hi Chris,

Thank you for reaching out and I’m sorry to hear about the difficulties you’re experiencing.

Changing to a new phone can often cause this issue because the Multi-Factor Authentication (MFA) registrations do not automatically transfer to a new device. Even if you have installed and signed into the Authenticator app on your new phone, the authentication method that associated with your account still be linked to the old phone, so you're unable to complete the sign-in process because the verification prompts and codes are being sent to the old phone.

Since you're using a school account, MFA settings are managed by your school's IT department. You will need to contact them directly to explain your situation and ask for their assistance. You can ask your administrator to follow the steps outlined in the guide below to revoke existing MFA sessions and require re registration: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn. This process usually only takes a couple of minutes.

User's image

Once this process is completed, all existing sign in sessions will be cleared. The next time you sign in, you will be prompted to set up Microsoft Authenticator again from the beginning, and verification codes should be delivered normally. If appropriate, you may also wish to ask your administrator to add an additional authentication method, such as SMS or email, to help ensure continued access in the future.

If you’re unsure who your Microsoft 365 administrator is, the following article can help you identify the correct contact at your school: How do I find my Microsoft 365 admin? - Microsoft Support

Please note that this is a user-to-user support forum, and I do not have access to administrative tools or permissions to reset or modify MFA settings on your account. Because your account is managed by your school, only an authorized Microsoft 365 administrator at your institution can make these changes.

I hope this information helps point you in the right direction and allows you to regain access to your account as quickly as possible.

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Chris Neveu 0 Reputation points

2026-07-29T18:27:24.2933333+00:00

Thank you for the response and understand the MFA settings aren't transferred over to the new phone. Although it was created as "school account" and has a onmicrosoft.com domain name, that was done accidentally on my part as created it for school purposes (should have been for personal vs work/school) but I don't actually have a school IT department to assist me. I'm looking for a point of contact/link for my situation. Cheers
Hendrix-C 19,970 Reputation points Microsoft External Staff Moderator

2026-07-29T20:55:10.01+00:00
Hi Chris,

Thank you for your prompt update.

Based on what you shared, does that mean you are not a student but an administrator of this educational account? In this case, since you're a sole administrator, you need to contact the Microsoft Data Protection Team as they are the only authorized team who has tools and processes in place to verify identity and regain access to administrator accounts.

Just to gently clarify, I forum moderator don't have the ability to access, modify or recover user accounts. Due to security and privacy requirements, issue such as sign in failures, password recovery, and multi-factor authentication can only addressed by Microsoft's dedicated support team, who have the appropriate tools and authorization to manage account level settings securely.

You can reach out to Microsoft Data Protection Team by:

1/ Contact Microsoft Data Protection Support by Phone (Primary Method)

You can start by calling your regional Microsoft support hotline here: Customer service phone numbers - Microsoft Support.

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have another administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

2/ Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)

If you still cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

To set up a new tenant, please follow these steps:

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided.

Follow the guided setup process to create a new account for a new tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

To create a Support ticket: sign into Microsoft 365 Admin Center > Support > Help & Support.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

Kind regards.