Microsoft Authenticator does not work

YAZID M ALGHAMDI 0 Reputation points
2026-10-28T15:39:14.9833333+00:00

I am trying to sign in to my college email via outlook, it request to sign in to microsoft 365 , when i try to do so it shows a number and request to verify using the authenticator app, but there is nothing in the app, i want another verifying method, with my mobile number .

Thank You

Yazid

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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  1. Kristen Tran 2,705 Reputation points Independent Advisor
    2026-10-28T16:12:57.1566667+00:00

    Hi Yazid,

    I hope you're doing well.

    Sorry to hear you're having trouble signing in to your Microsoft account.

    From what you've described, it sounds like your Multi-Factor Authentication (MFA) setup may need to be reset. This can sometimes happen after switching to a new device, replacing a phone, or reinstalling the Microsoft Authenticator app.

    Because you're using a work or school account, the MFA settings are managed by your university's IT administrator. Unfortunately, this isn't something that can be reset from the user side.

    I'd recommend reaching out to your university's IT administrator and explaining that you're unable to sign in because you're stuck between Microsoft Teams and the Microsoft Authenticator app and are no longer receiving authentication prompts or codes.

    You can ask your IT administrator to reset your MFA or remove your current Microsoft Authenticator registration so you can register it again.

    You may also want to share the following Microsoft article with them: 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   

    User's image

    Once your IT administrator resets your MFA registration, you should be able to sign in again and go through the Microsoft Authenticator setup process from the beginning, including scanning a new QR code on your device.

    I hope this points you in the right direction. If you receive any updates from your IT team or run into any issues along the way, feel free to reply back with more details and I'll be happy to help further.

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  2. AI answer

    2026-10-28T15:39:59.1066667+00:00

    Select Sign in another way on the verification screen and choose Text or Call if your mobile number is already registered; if that option is absent, your college IT help desk must reset your MFA registration before you can add the number.

    If “Sign in another way” is available

    1. On the screen displaying the number, select I can’t use my Microsoft Authenticator app right now or Sign in another way.
    2. Choose Text or Call if listed.
    3. Complete verification with the code or call.
    4. Open My Sign Ins → Security info.
    5. Select Add sign-in method → Phone, enter your mobile number, and verify it.
    6. Remove the nonworking Authenticator registration only after the phone method works.

    Alternative methods appear only if they were previously registered and permitted by your college. If Sign in another way is missing, no usable alternative is currently available for the account.^1^

    Your college also controls whether SMS or phone calls are permitted. The security-information wizard displays I want to set up a different method only when the organization allows that choice.^2^

    If no phone option appears

    Contact the college’s IT help desk and provide your college email address. Ask them to:

    Reset my MFA methods or require me to re-register for MFA. Authenticator receives no approval prompt, and no alternative verification method is offered. Please enable phone/SMS registration if permitted by the college’s policy.

    An Authentication Administrator can perform this in:

    1. Microsoft Entra admin center
    2. Entra ID → Users
    3. Select your account
    4. Authentication methods
    5. Select Require re-register MFA

    This removes the existing Authenticator and phone registrations and prompts you to configure permitted methods during your next sign-in.^3^

    After the reset, sign in again and complete the registration wizard. If the college permits phone verification, choose I want to set up a different method, select Phone, and verify the number by text message or call. If the college requires Authenticator, it cannot be replaced by SMS without an administrator changing the applicable authentication policy.

    Changing your password alone will not replace or remove the registered MFA method.

    References

    1. Use a screen reader to set up and troubleshoot multifactor authentication
    2. Set up Security info from a sign-in page | Microsoft Support
    3. Manage user authentication methods for Microsoft Entra multifactor authentication
    AI-generated content may be incorrect. Read our transparency notes for more information.

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