Share via

Authenticator App

Jericho 0 Reputation points
2025-06-09T01:38:30.5433333+00:00

Good day!

I hope you can help me with my problem. I have trouble accessing the Microsoft 365 Application in my laptop. When I tried logging-in there is a prompt approve my login in the authenticator app, I tried downloading the Authenticator app in my phone however, the same prompt also popped out asking for authentication.

How can I access my webmail if the authenticator itself asking for authenticator?

I hope you can add in my security the option to use a code sent in my phone number. As I can't also add this option since Microsoft won't let me sign in.

I also contacted my SCHOOL IT ADMIN and to no avail, they didn't solved my concern.

I hope you can help me with my concern.

Thank you!

Microsoft 365 App Publishing
Microsoft 365 App Publishing
Microsoft 365: Formerly Office 365, is a line of subscription services offered by Microsoft which adds to and includes the Microsoft Office product line.App Publishing: The process for app developers to prepare, validate, submit, monetize, release, update, drive adoption, distribute, and maintain their app.
187 questions
0 comments

1 answer

Sort by: Most helpful
Most helpful Newest Oldest
  1. Austin-H 2,860 Reputation points Microsoft External Staff Moderator
    2025-06-09T03:36:45.26+00:00

    Dear @Jericho 

    Thank you for contacting Microsoft Q&A Forum.    

    I understand how frustrating and distressing it can be to lose access to your account.  Based on your situation, I suspect that you may have changed the device used for your Authenticator app. Here are a few suggestions that may help resolve the issue:  

    In case your account is school account, you can follow these ways to address your problem:                

    If you are the only Global Administrator and you are completely locked out of your tenant, you may need to contact us via our phone support service: Customer service phone numbers - Microsoft Support. The support agent will create a ticket for you and transfer it to the Data Protection team, who can help you regain access.    

    If you're a normal user or there are other Global admins present, please contact them to request a Multi-Factor Authentication (MFA) reset. They will be able to assist you in regaining access to your account. To help them proceed, kindly ask your IT administrator to follow the steps outlined in the following Microsoft Learn article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn     

    In Case your account is a personal Microsoft account, you can try to recover your account via the Recovery Page  

    You can access it here: https://account.live.com/acsr  

    Steps to Use It:  

    1. Enter your Microsoft account email (or phone number/Skype name).  
    2. Provide an alternate contact email where Microsoft can reach you.  
    3. Verify your identity by answering questions about your account:  
      1. Past passwords. 
      2. Services you’ve used (e.g., Xbox, Outlook). 
      3. Billing information (if applicable)  
      4. Submit the form and wait for Microsoft to review your request.  
      5. You’ll usually get a response within 24 hours.

    If my assumption is incorrect, please feel free to describe your issue in more detail. I'm here to listen and will do my best to assist you. 

    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.  

Your answer

Answers can be marked as Accepted Answers by the question author, which helps users to know the answer solved the author's problem.