How to fix if there’s no pop up window for authenticator app in logging into my email account?

Hi @Liu, Nico (student) 

Thank you for reaching out to the Microsoft Q&A forum  

Based on your description, I understand that your authentication app on your new tablet device is not showing the prompt window to verify your identity when attempting to change your password. 

May I clarify: during the password change process, are you still able to access the Microsoft Authenticator app on your old device? 

If so, you may be able to complete the verification prompt on your old device and then follow the steps below to add a new sign-in method using the Authenticator app on your new tablet: 

1. Sign in to the Security info page of your work or school account at mysignins.microsoft.com/security-info. 
2. Select Add sign-in method. 
3. Choose Microsoft Authenticator from the dropdown and select Add. 
4. If you already have Authenticator installed on your device, select Next to display a QR code. 
5. Open Authenticator on your device and select the plus icon and select Add account. 
6. Select Work or school account then tap Scan a QR Code. 

If you no longer have access to the old device, you’ll need to contact your IT team at your school. Only they have the ability to re-register your authentication method. 

For reference, you can share this article with them: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

As a forum moderator, I want to kindly clarify that we do not have the ability to directly assist with authentication method resets. I’m truly sorry if this limitation has caused any inconvenience. 

I hope the guidance I shared helps you move forward with resolving the issue. If you need further assistance or have any other questions, please don’t hesitate to reach out. I’m here to support you however I can. 

Thank you for your understanding.  

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