My authenticator app isn't working for school, what should I do?

If your authenticator app isn't working and you're unable to receive verification codes, here are some steps you can take:

1. Check Phone Settings: Ensure that your phone's settings allow notifications from the authenticator app. Sometimes, notifications can be blocked or muted.
2. Try Alternative Verification Methods: If you have set up other options for security verification, try selecting Other verification options during the login process to see if you can use a different method.
3. Reinstall the App: If the app is malfunctioning, consider uninstalling and then reinstalling the authenticator app to see if that resolves the issue.
4. Check Account Settings: Make sure that your phone number is correctly configured in your user account settings. You may need to ask a global admin or your school's IT support to verify this.
5. Contact Support: Since this issue has persisted for a month, it would be best to contact your school's IT support or help desk. They can assist you in troubleshooting the issue further and may be able to reset your MFA settings.
6. Use Microsoft Authenticator App: If you are not already using it, consider switching to the Microsoft Authenticator app, which can receive notifications over cellular and Wi-Fi connections and can generate codes even without a signal.

Taking these steps should help you regain access to your account. If the problem continues, your school's IT support will be the best resource for assistance.

References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication

Dear @Kiki Ho,

Good day. Thank you for posting your question in the Microsoft Q&A forum!

I’m very sorry for the inconvenience you’ve experienced, based on the details you shared. There is something I need to confirm with you is  

Are you having trouble log in to your account because you can’t verify your account through Authenticator app or is it cause by another issue?    

If this is the case, I would recommend you contact your school account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:   

1. Sign in to the entra.microsoft.com as at least one Authentication Administrator. 
2. Select User > All user.  Select the user (your account) to act on and select Authentication methods then select Require re-register of multi-factor authentication.  

Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.  

For step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID | Microsoft Learn    

If you’re unsure who the Global Admin is within your school account's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support  

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again. 

I appreciate your patience, and I am here to help. Looking forward to your response!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.