My NHS account is blocked on the authenticator app

JENKIN, Hannah (HIGHWOODS SURGERY) 0 Reputation points
2026-09-08T06:58:01.09+00:00

This is causing problems with my university log in. I have tried signing in on the auto app multiple times but it then asks for another code which I am unable to view.

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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  1. AI answer

    2026-09-08T06:58:17.49+00:00

    This is most likely an MFA sign-in loop on a work or school account. If Microsoft Authenticator is the only configured verification method and it is asking for a code that can only be viewed after sign-in, the account’s MFA settings usually need to be reset by the organization that manages the account.

    Try these steps first:

    1. Stop repeated sign-in attempts for now. Multiple failed attempts can trigger a temporary block.
    2. On the sign-in screen, check whether Sign in with another method or Try another verification method appears.
      • If available, use another registered method such as SMS, phone, or email.
      • If no other method appears, only Authenticator is configured.
    3. Open Microsoft Authenticator and check that:
      • the app opens normally
      • the account is still listed
      • the app is updated to the latest version
      • notifications are enabled
      • the device has internet access
    4. Restart the device and try again.
    5. If the app shows errors such as Something went wrong. [4s8qz], wait a few minutes and retry. Temporary service issues or app updates can cause this.

    If the problem continues, the next step is to contact the university IT help desk or administrator and ask them to reset MFA settings or allow re-registration of authentication methods. After that reset, sign-in should prompt for Microsoft Authenticator setup again so the account can be registered properly.

    If the account is blocked because of repeated attempts, waiting before trying again can help. If another method is available, use that instead of continuing to retry Authenticator.

    Before contacting support, send logs from the app for diagnostics:

    • Open Authenticator
    • Go to the app’s top-level menu
    • Select Send feedback

    References:

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

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  2. Alina Le 4,920 Reputation points Independent Advisor
    2026-09-08T07:13:37.3633333+00:00

    Hello

    Might I confirm whether you recently changed your device or reinstalled the Microsoft Authenticator app?

    As far as I know, if the data in the Authenticator app was not transferred properly before the device was changed or reset, the verification information stored in the app may no longer be available. As a result, obtaining verification codes through Microsoft Authenticator may not work correctly anymore.

    First, please check whether you have any alternative verification methods available, such as SMS, email, or another security option, and see if you can use one of those methods to regain access to the account.

    If you have already tried these options without success, and as you are using a university account, the only way to regain access is to contact your IT administrator or Global Administrator and ask them to update your phone number in the Microsoft Entra admin center

    In the Entra admin center, an administrator can set user accounts to require a re-enrollment of multi-factor authentication (MFA). Ask your administrator to follow the steps shown in the following article:

    Manage user authentication methods for Microsoft Entra multi-factor authentication

    User's image

    User's image

    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.
    • Most schools have a helpdesk or IT support email. You can contact them to confirm who the global admin is.

    Take care, and have a great week!

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