SANTA MONICA EMAIL ACCOUNT LOCKED

Question

SANTA MONICA EMAIL ACCOUNT LOCKED

LETICIA MARCIA BATTISE 0

AUTHENTICATOR APP

ON MY CELL PHONE IS NOT LETTING ME USE MY EMAIL TO DO :

ENTER NUMBERS PROMPTED BY FOR VERIFICATION
LOGIN INTO MY COLLEGE ACCOUNT

I'VE ATTACHED A SCREENSHOT OF MY COLLEGE WITH THE LATEST ID VERIFICATION REQUEST NUMBER

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2 answers

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Answer 1

Follow these steps to get back into the college email when the Microsoft Authenticator app is not working correctly:

Make sure the Authenticator app can complete authentication
- Open Microsoft Authenticator on the phone and unlock it if it is locked.
- Check that notifications are allowed and not set to “silent” for Authenticator.
- Confirm the device has internet access; if needed, switch between Wi‑Fi and mobile data.
- Ensure the device date and time are set correctly and the app is updated to the latest version.
- Then try the sign‑in again and approve the prompt or enter the code if shown.
If “Authentication did not complete” or prompts do not appear
- This can happen if the app is locked, notifications are disabled, the app is outdated, or there are network issues.
- After fixing those items, retry the sign‑in.
Use an alternate verification method if available
- On the “Verify your identity” screen, choose another method such as SMS text or email code if those are configured on the account.
- If a code is sent by email or SMS but does not arrive, check junk/spam folders and confirm the phone number or email shown (only partial digits/characters are displayed for security).
If locked out because of two-step verification/MFA
- If none of the verification methods work or the app will not accept the numbers, contact the college’s IT/help desk or Microsoft 365 administrator and request an MFA reset or “Require re‑register MFA” on the account so new methods can be configured.
If the Microsoft account itself is locked
- If a message appears that the account is locked or “Next” is missing on sign‑in, follow the aka.ms link shown on the lock screen to submit the account unlock form and wait for email from support.

If access to the account is still available on a college computer or browser, use that session to review and, if allowed, update security info (phone, email, or Authenticator) before signing out.

References:

Answer 2

Hi @LETICIA MARCIA BATTISE

To better understand the issue, could you clarify whether you are receiving the number prompt on your phone but unable to enter it, or if the prompt is not appearing at all. Also, have you recently changed or reset your phone.

Since your account is a work or school account managed by your college’s IT department, forum moderators don’t have the administrative permissions needed to change these settings directly.

To regain access quickly, the best step is to contact your college’s IT Support or Help Desk. They are the only ones who can reset your multifactor authentication (MFA) settings or help you configure a new verification method. You can refer them to this guide: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

If you’re unsure who your IT administrator is, see How do I find my Microsoft 365 admin? - Microsoft Support

Once your college IT team helps you regain access, you can manage your security verification methods by visiting My Sign-Ins | Security Info | Microsoft.com page. This allows you to control which methods you use for MFA in the future.

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