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Problem with logging in to microsoft account via Authenticator

Kateryna Semenova 0 Reputation points
2026-01-07T07:48:10.7366667+00:00

So i recently changed my phone and needed to log in to my Microsoft account for my university (outlook mainly and just logging in); i have an authenticator app on my phone, but I also need to log in to the authenticator app. When i entered my email in the authenticator, it required me to enter a code i received at authenticator app (while still trying to log in to the same app) and I just can’t see this code, because i’m trying to log in. I’m just wondering how can I manage that.

Microsoft 365 and Office | Install, redeem, activate | For education | iOS
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  1. Demi-N 17,070 Reputation points Microsoft External Staff Moderator
    2026-01-07T08:24:43.8466667+00:00

    Hello @Kateryna Semenova,

    Thank you for posting your question in the Microsoft Q&A Forum. 

    Based on your description, the issue occurs because your Microsoft account is protected by Multi-Factor Authentication (MFA), and when you changed your phone, the Authenticator app was not yet reconfigured for your new device.

     

    Since your account is managed by your school, Microsoft cannot directly reset or revoke your multi-factor authentication settings. This action must be performed by your school’s IT administrator. 

    Please reach out to your IT admin and request that they revoke and require re-registration of your Multi-Factor Authentication (MFA) settings. They can do this by following these steps: 

    • Signing in to the Microsoft Entra Admin Center 
    • Navigating to Users > Your Account > Authentication methods 
    • Selecting Require re-register MFA 

    User's image

    Once this is completed, you will be prompted to set up MFA again during your next login, allowing you to configure Microsoft Authenticator on your new device. 

    You can share this official Microsoft article with them for guidance: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

    If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support 

     

    Please contact your school’s IT team as soon as possible, as they are the only ones who can perform this reset. Once they have completed the process, try signing in again and let us know if you need further guidance. 

    Best regards, 

    If the answer is helpful, please click "Accepted" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

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

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  2. AI answer

    2026-01-07T07:49:20.5833333+00:00

    If you're having trouble logging into your Microsoft account via the Authenticator app after changing your phone, you may need to reset your Multi-Factor Authentication (MFA) settings. Since you cannot access the code needed for the Authenticator app while trying to log in, here are some steps you can take:

    1. Ask an Admin for Help: If you have access to another admin account, they can reset your MFA settings. This will allow you to set up the Authenticator app again with your new phone.
    2. Use Alternative Verification Methods: If you have set up other verification methods (like a phone call or SMS), try using those to log in instead of the Authenticator app.
    3. Contact Support: If you cannot resolve the issue, consider reaching out to Microsoft support for assistance with your account.

    Remember that if you lose access to your MFA methods, you may need to go through a recovery process to regain access to your account.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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