Authenticator App Login

Question

I am trying to sign into Microsoft Authenticator, but I cant because once I try to sign in, it asks for my authentication code which I cant input because I cant sign into Microsoft Authenticator. It is putting my in an impossible loop and it locked me out of everything bc all of my school needs require authorization through this app to login .. this occurred after getting a new phone but i need it fixed to go back to school

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hi @Zoey

Since your Microsoft Authenticator was connected to your previous phone, your school’s IT administrator will need to reset your MFA registration. Please contact your school’s IT help desk and explain that you received a new phone and are locked out of Microsoft Authenticator. Ask them to reset your authentication methods so you can register the app on your new device.

They can follow these steps:   

1. Sign in to the entra.microsoft.com as at least Authentication Administrator.   
2. Select User -> All user.   Select the user (your account) to act on and select Authentication methods. then select Require re-register of multi-factor authentication.    

• Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.   

 

For more details, please refer to: Manage user authentication methods for Microsoft Entra multifactor authentication. 

Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin?

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again.   

Hopefully it will help work with your issue and if you have any other questions or need further assistance, feel free to ask.   

---

If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in the forum documentation to enable e-mail notifications if you want to receive the related email notification for this thread.