Can't do the doble authentication on my student account

Jessica Sarmiento 20 Reputation points
2026-08-05T13:20:53.1666667+00:00

I use to have a phone number when I was using my student account, I don't have that phone number anymore and I can't sign in without it.

How can I confirm it's my account and change phone number or email to do the doble authentication?

Microsoft 365 and Office | Subscription, account, billing | For education | Other
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Kristen Tran 1,695 Reputation points Independent Advisor
2026-08-05T14:04:53.17+00:00

Good day, Jessica, and I’m sorry to hear about the difficulties you’re experiencing. 

Please note that forum users do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights.  

This situation commonly occurs when the authenticator registration is no longer linked correctly to the device. For example, this can happen after changing phones, reinstalling the Microsoft Authenticator app or when the existing MFA registration becomes invalid. 

Since you are using a school email address, the MFA settings are managed by your school's  IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this and explain your situation. You can say: "I am stuck in a login loop in the Microsoft Authenticator app. I cannot get the code to sign in."    

Specifically, ask them to “reset my MFA settings” or “allow me to re-register for MFA” on your account. This is a standard request, and your school’s IT team should be able to assist you with it. 

You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.  

Once this process is completed, all existing sign-in sessions will be cleared. The next time you sign in, you will be prompted to set up Microsoft Authenticator again from the beginning, and verification codes should be delivered normally. If appropriate, you may also wish to ask your administrator to add an additional authentication method, such as SMS or email, to help ensure continued access in the future.   

Additional information is available in the following resource: How to add your accounts to Microsoft Authenticator | Microsoft Support 

If you’re unsure who your Microsoft 365 administrator is, the following article can help you identify the correct contact at your school: How do I find my Microsoft 365 admin? - Microsoft Support 

I hope this information helps point you in the right direction and allows you to regain access to your account as quickly as possible. 

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  1. AI answer

    2026-08-05T13:21:15.0133333+00:00

    For a student account, this is typically a work or school account managed by the organization.

    If access to the old phone number is no longer available, use one of these paths:

    1. On the sign-in screen, select Sign in another way if that option appears.
      • If another verification method was already added, use it to sign in.
      • If Sign in another way does not appear, no alternate method is set up.
    2. If prompted during sign-in, select I don't have any of these and follow the prompts to replace the security info.
    3. If no working verification method is available, contact the school IT help desk or Microsoft 365 administrator.
      • They can clear or reset the MFA settings for the account.
      • After that, the next sign-in should prompt for registration of a new authentication method.

    After access is restored, update the sign-in methods:

    1. Go to the Security info page and sign in: https://mysignins.microsoft.com/security-info
    2. Select Add sign-in method.
    3. Choose a method supported by the organization.
    4. To replace the old phone number, delete the old phone entry and add the new phone number.

    Important:

    • It is strongly recommended to keep at least three sign-in methods on the account.
    • Do not change all security info at the same time, because the account may be restricted for 30 days.
    • Support agents cannot send verification codes or directly change account details for protection reasons.

    References:

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

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