The microsoft authenticator can't send the code that i need to log in and verify my email account

Dear @LIU, Yiran,

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

Based on your description, I understand how important it is to regain access to your alumni email Therefore, according to my research, here are some steps I recommend you try:

Step 1: Check for Another Way to Sign-in

When signing in, please try to look for options like "Other ways to sign in" or "I don’t have access to my Microsoft Authenticator App." 

Step 2: Try again to contact your school IT staff directly

If the issue still persists, since you are using an education account and your school has an MFA setting for your account, I'd highly recommend you contact your school IT staff directly. This is the only way to regain access to your account as they are the only ones with the necessary permissions to reset or modify authentication settings for education accounts, therefore, they can reset your MFA settings to your new mobile number. You might also ask whether your MFA can be temporarily disabled to allow an emergency sign-in.   

Please understand that, as a forum moderator, I do not have access to backend systems to troubleshoot or make changes due to strict privacy and security constraints. My role is to organize use cases and collect data, including your experience, and continue monitoring the progress of this issue so it can be escalated appropriately.

If they don't know how to do this, here are the Microsoft official instruction they can follow: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 

In the Microsoft Entra admin center, when managing Microsoft Entra multifactor authentication methods for your users, Authentication administrators can:

• Add authentication methods for a specific user, including phone numbers used for MFA.
• Reset a user's password.
• Require a user to re-register for MFA.
• Revoke existing MFA sessions.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.  

Thank you for your patience and your understanding. If you have any questions or stuck on any steps, please feel free to reach out.

I'm looking forward for your reply.

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.

Thank you for your response. Unfortunately, I tried what you suggested but found no option for either "Other ways to sign in" or "I don’t have access to my Microsoft Authenticator App." The only option I have is 'More information', please see attached. Therefore, regarding my situation, what would be your suggestions for the next step?

Thank you,

Irene

Dear @LIU, Yiran,

Thank you for your update!

There are a number of possible explanations for why verification codes don't always arrive. There is a list of the most common causes, and see if any of them apply to you, and use the Microsoft's troubleshooter to help guide you. For more detailed information and instruction, please follow the Microsoft Official Guide here: Troubleshooting verification code issues

However, if the issue still persists, since you are using an education account and your school has an MFA setting for your account, the most suitable way is trying to contact your school IT staff directly again. This is the only way to regain access to your account as they are the only ones with the necessary permissions to reset or modify authentication settings for education accounts, therefore, they can reset your MFA settings to your new mobile number. You might also ask whether your MFA can be temporarily disabled to allow an emergency sign-in.   

Please understand that, as a forum moderator, I do not have access to backend systems to troubleshoot or make changes due to strict privacy and security constraints. My role is to organize use cases and collect data, including your experience, and continue monitoring the progress of this issue so it can be escalated appropriately.

In the Microsoft Entra admin center, when managing Microsoft Entra multifactor authentication methods for your users, Authentication administrators can:

• Add authentication methods for a specific user, including phone numbers used for MFA.
• Reset a user's password.
• Require a user to re-register for MFA.
• Revoke existing MFA sessions.

If the school's IT don't know how to do this, here are the Microsoft official instruction they can follow: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.  

Thank you for your patience and your understanding. If you have any questions or stuck on any steps, please feel free to reach out.

I'm looking forward for your reply.

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.