How to regain my account with my new number

Question

Hello, recently I have gotten a new phone with a new phone number, I thought I could just download the outlook app and sign into my account, but I needed to have a code from the authenticator app which I wasn't receiving at all. And the only other option is to get a code from your phone number, but it is a phone number that I do not have any more. I have since then been struggling to login to my school account and I'm not sure what to do considering that I can't speak to any human representatives. Is there a way for me to recover my account and hopefully update my number?

Answer 1

Hi Kayla,

Welcome to the Microsoft Q&A forum.

Based on your description, you have changed your phone, and after installing the Authenticator app, you are no longer receiving verification codes.

When switching to a different phone, you need to migrate your sign-in information from the app on your old phone to the app on your new phone.

In this case, you will need to contact your school's administrator (this may be the IT department or the school's administrative office) and request that they reset MFA for your account.

After the administrator resets MFA for your account, you will be prompted to set up MFA again the next time you sign in.

Please provide the following documentation to the administrator on how to reset MFA:

 Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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