Authenticator app

Cheyanne Klamm 0 Reputation points
2026-06-18T04:13:51.0666667+00:00

Hi! I am trying to use my Authenticator app to login to my school email, but it keeps telling me to put in a code and the code is not on the Authenticator app. And if I try to log on from the authenticator app it says to put the code in but I can’t get the code because I’m already on the app.

Microsoft 365 and Office | Subscription, account, billing | For education | Android
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  1. Anonymous
    2026-06-18T06:26:11.31+00:00

    Hi Cheyanne Klamm

    Since your account is school account, it is managed by your school's IT department. Microsoft doesn't have direct access to reset authentication settings for organization-managed accounts.

    In this situation, you must contact your school's IT administrator and request a reset of your MFA settings by following this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

    I hope this information helps and if you have any further question, please feel free to ask via comment section.

    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.

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  2. AI answer

    2026-06-18T04:14:02.05+00:00

    The sign-in is stuck in a loop because the account is asking for a verification code that is not visible in Microsoft Authenticator.

    Try these steps in order:

    1. Check if Authenticator is actually showing a one-time password (OTP)
      • Open Microsoft Authenticator.
      • Tap the school/work account.
      • Look for a line like “One-time password code” with a 6‑digit code and a countdown timer.
      • If it is there, use that 6‑digit code on the sign-in screen.
    2. Make sure the app can complete the login
      • Ensure Authenticator is unlocked (if it has app lock/biometrics, unlock it first).
      • Make sure notifications and network are working so the app can complete authentication.
      • If you see a message like “Authentication did not complete”, follow the guidance in the Authenticator troubleshooting article: check that the app is updated, notifications are enabled, and the device time/date are correct.
    3. If there is no one-time password code in Authenticator
      • For a school/work account, the OTP section may not appear if the admin configured only push notifications or a different method.
      • In that case, another verification method is required (SMS, call, backup email, or another app like Outlook mobile). If another method is already set up, choose “Use another verification option” or similar on the sign-in page and use that method.
    4. If there is no other method and you still cannot sign in
      • For a school account, only the school’s IT/admin can reset the multi-factor authentication (MFA) settings.
      • Contact the school’s Help desk/IT department and ask them to clear or reset your MFA / Authenticator registration for your account. After they reset it, sign in again and re‑register Authenticator from scratch when prompted.

    Until the MFA registration is reset or another method is available, the loop (asking for a code that is not shown) cannot be broken from the app alone.

    References:

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

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