Can't access school outlook email and authenticator app fails

It sounds like you're experiencing issues with the Microsoft Authenticator app and accessing your school Outlook email after changing devices. Here are some steps you can take to troubleshoot the problem:

1. Check Phone Number Settings: Ensure that your phone number is correctly set up in your user account settings. If you have set up other options for security verification, try selecting Other verification options during the sign-in process.
2. Use a Different Verification Method: If you have multiple verification methods configured, attempt to sign in again and select a different method on the sign-in page.
3. Reset the Authenticator App: If the Authenticator app is not functioning properly, you may need to remove the account from the app and re-add it. Make sure you have access to your security info to complete this process.
4. Contact IT Support Again: Since your IT team confirmed that your account is fine, ask them specifically about any restrictions or settings that may be affecting your ability to use the Authenticator app on your new device.
5. Access via Computer: Since you mentioned you can access your account from a computer, you might want to use that method temporarily while resolving the issues with your mobile device.

If these steps do not resolve the issue, consider reaching out to Microsoft support for further assistance.

References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Troubleshoot sign-in issues and account access problems

Dear ASC,

Welcome to Microsoft Q&A. 

I’m really sorry you’re experiencing this issue. From what you described, you can still access your account on your computer, but on your phone, you’re stuck in a loop: Outlook redirects to the Authenticator app, shows a code, but there’s no way to confirm it, and you can’t access your security info because MFA is required.

When you replace your device, Microsoft Authenticator does not automatically transfer MFA settings unless you previously enabled cloud backup and restored it on the new phone.

please note that MFA settings are typically managed by your organization's IT administrator. In this case, we recommend contacting your admin to verify your MFA configuration or reset your authentication methods. 

Please have your administrator follow the steps shown in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

I hope this information helps point you in the right direction. If you run into any issues while trying the steps, or if something still doesn’t feel quite right, please don’t hesitate to reach out again. I’ll do my best to support you however I can.  

Looking forward to hearing back from you with any updates or additional details. 

Warm regards, 

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