Can't authenticate my login on a new device.

Question

I recently purchased a new phone, and since switching to it, I have been unable to vetify my identity when logging into my university systems. On my old phone , the authenticator app was generating verification codes correctly. However, on my new phone, no codes are displayed, do I cannot complete the authenticator procces or acces my university accounts. Could you please help me restore acces to my authenticator so i can set it up on my new device?

Answer 1

Hi Ugnė, 

Good day, and I'm sorry to hear you're having trouble logging into your Microsoft account.   

Changing to a new phone often triggers this issue because your Multi-Factor Authentication (MFA) settings usually need to be reset. When you switch devices or reinstall the Microsoft Authenticator app, your new phone isn’t automatically configured for authentication. Since the app is still tied to your previous device, you’re unable to receive authentication codes on the new one, which is why you can’t access your account right now.  

As a forum user, I do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. Since you are using a work or school email address, your MFA settings are managed by your school's IT department. 

For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this and explain your situation. You can say: "I am stuck in a login loop between Microsoft Teams and the Microsoft Authenticator app. I cannot get the code to sign in."   

• Specifically, ask them to “reset my MFA settings” or “allow me to re-register for MFA” on your account. This is a standard request, and your school’s or organization’s IT team should be able to assist you with it. 
• You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.  
• In case you do not know who is your IT admin, kindly refer to this article: How do I find my Microsoft 365 admin? - Microsoft Support  

Once your school's IT team has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.   

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.  

If you find my post helpful, kindly consider marking it as 'Yes'. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

Thank you for your kindness and contributions to the forum. 

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