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I am attempting to log into my account however my authenticator app is not registering and allowing me to input my code for either of my Microsoft accounts. My work or school account. I am currently unable to get into my accounts due to this

Answer 1

Hello

First, I would like to clarify one point: this forum is intended for users to assist one another. No one here, including myself, has the authority or the tools required to unlock MFA on your behalf. 

If your account belongs to an organization (company or school), you no longer have access to your old phone, and you cannot use any other verification method (such as a phone call, SMS, or email) to sign in, you will need to contact your IT Administrator or Global Administrator. They are the only ones who can reset or update your authentication methods so you can regain access to your account.

Manage user authentication methods for Microsoft Entra multi-factor authentication

• Sign in to Microsoft Entra - Microsoft Entra admin center
• User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration".

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

*Note:

• Please note that in this case, you only need to find the global admin of your organization’s tenant. They are the ones who can help you regain access to your account.
• The global admin is usually someone in your school’s IT team or a system administrator. They manage Microsoft 365 settings, licenses, and security.

I hope I’ve been able to help in some way. I look forward to your update.

Kind regards,

Answer 2

For each work or school account, ask that organization’s IT help desk to require MFA re-registration; for a personal Microsoft account, select Sign in another way and use an existing backup method or replace inaccessible security information.

Work or school accounts

1. On the sign-in prompt, select Sign in another way or I can’t use my Microsoft Authenticator app right now.
2. Use another method already registered for that account, such as a phone, security key, or passkey.
3. If no usable method appears, contact the IT help desk for the organization that owns the account. If the two accounts belong to different organizations, contact each organization separately.
4. Ask the administrator to “Require re-register multifactor authentication for my account.”

An Authentication Administrator can perform this in:

Microsoft Entra admin center → Entra ID → Users → select the user → Authentication methods → Require re-register MFA

This removes the registered Authenticator and other listed MFA methods, then prompts you to configure a new method at your next sign-in. It does not merely reset the account password.^1^

After the reset:

1. Sign in with the account and password.
2. Complete the MFA registration prompt.
3. Add the account to Authenticator by scanning the displayed QR code.
4. Add a permitted backup method so that Authenticator is not the only recovery route.

Personal Microsoft account, if one account is personal

1. At Verify your identity, select Sign in another way, I can’t use my app right now, or Show more verification methods.
2. Use any existing alternate email address, mobile number, security key, or recovery code.
3. If none is accessible, select I don’t have any of these and follow the prompts to replace your security information. Changing all security information can restrict the account for 30 days.^2^

If two-step verification is enabled and no alternate verification method is accessible, the personal-account recovery form cannot bypass it. Microsoft support agents cannot send verification codes, disable two-step verification, or change the account details.^3^

Avoid repeatedly requesting codes; excessive requests can trigger a temporary block. If that has occurred, stop retrying and wait at least 24 hours before another attempt.^2^

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References

1. Manage user authentication methods for Microsoft Entra multifactor authentication
2. Troubleshoot Microsoft verification code issues | Microsoft Support
3. Help with the Microsoft account recovery form | Microsoft Support