can't log in to my account

Because the account is protected by multifactor authentication (MFA) with Microsoft Authenticator, the password alone is not enough to sign in. The options depend on whether there is any other verification method configured and whether this is a personal or school/work account.

1. Check for an alternative sign‑in method
   • On the MFA prompt, look for a link such as “Sign in another way”.
   • If that link is available, select it and choose another method (SMS, phone call, backup email, office phone, etc.) and complete sign‑in.
   • After signing in, go to your security info and either:
     • Add a new way to sign in or verify (for example, a new phone or email), then remove the old Authenticator method.
   For a Microsoft account, the steps are described under “If you know your password, but have lost access to some, but not all, of your security info”: sign in to Advanced security options, add a new method, confirm it with a code, then remove the lost method.
2. If there is no alternative method available
   • For a work or school account (like a student or organizational email):
     • If the “Sign in another way” link does not appear, or no other method works, contact the organization’s IT help desk or administrator and ask them to reset MFA for the account in Microsoft Entra (Azure AD). End users cannot bypass this themselves.
   • For a personal Microsoft account where all security info is lost:
     • Start sign‑in, and at the “Verify your identity” prompt choose “I don't have any of these”.
     • Follow the instructions to replace the security info. Once replaced, there is a 30‑day waiting period before normal sign‑in is allowed. During those 30 days, if the old security info is recovered, it can still be used to sign in, which cancels the pending change.
3. If the password is also not known
   • Use the account recovery form for a Microsoft account as documented under “If you don't know your password” and submit a recovery request.

Without access to Authenticator or any other configured verification method, only the organization’s admin (for work/school accounts) or the Microsoft account recovery process (for personal accounts) can restore access.

References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot Microsoft verification code issues
• How to add your accounts to Microsoft Authenticator