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Phone Number Change, Can’T Sign in to School Account

Barajas, Aliciana 0 Reputation points
2026-05-10T19:12:30.13+00:00

I’ve been trying to access and login to my school’s microsoft account. I have the email and password correct the issue is that my phone number is not updated. I try to find solutions but every time it’s made me try to send a code to a number I do not have access to. I’ve tried to follow links and the option for “no longer have access” is never there. I need this to sign in and see grades. Please help!

Microsoft 365 and Office | Install, redeem, activate | For education | Other
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  1. Chris Duong 8,825 Reputation points Microsoft External Staff Moderator
    2026-05-10T19:46:54.6366667+00:00

    Hi @Barajas, Aliciana, 

    Thank you for posting on Microsoft Q&A forum 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. 

      

    Since you are using a school email address, the 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.   

      

    Please contact your school's IT Help Desk or support team and explain the 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". This is a standard request, and your school'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.  

      

    Once your school's in 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.   

    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   

    Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.       

    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 the accepted answer. 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. 

    If you have any extra questions about this answer, please click "Comment".   

    Note: Follow the steps in our documentation to enable email notifications if you want to receive email notifications related to this topic.      

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  2. AI answer

    2026-05-10T19:12:48.96+00:00

    Because this is a school (work/education) Microsoft 365 account and the phone number on the account is outdated, self-service options are limited and the organization’s IT admin must help.

    Steps to take:

    1. Contact the school’s IT/help desk or Microsoft 365 administrator
      • Explain that sign-in is blocked because the security verification code is being sent to an old phone number.
      • Ask them to reset or update the security info / MFA methods on the account.
      • They can use the Microsoft Entra admin tools to clear or re-register multifactor authentication and add a new phone number or alternative method.
    2. If the school allows self-service password/MFA reset
      • Use the school-provided password reset or security info management page (often linked from the sign-in page) and follow their instructions.
      • If there is still no “I don’t have any of these” or similar option, this means the tenant’s policies require admin intervention.
    3. If sign-in issues persist
      • The school admin may need to open a support ticket with Microsoft (using their admin portal) so Microsoft support/data protection can help verify identity and restore access.

    Because this is a managed school account, only the institution’s admin or Microsoft support (via the admin) can override the old phone number and restore access; it cannot be changed directly from the user side when all verification methods point to an inaccessible number.

    References:

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