cannot access my microsoft authenticator app, which means I cannot access my outlook email

Dear @Morgan, Brittni,

Thank you for posting your question in the Microsoft Q&A forum. We understand that losing access to the Authenticator app can be frustrating. When you can't use two-factor authentication, the solution is to use the login authentication recovery process. This process, which will be performed by your organization's IT admin, since your account is managed by your institution, the ability to reset your two-factor authentication method lies with your university's IT support team. Microsoft cannot bypass these security settings directly. 

To help me narrow down the cause, could you please provide the following details?  

• Have you previously set up any alternative authentication methods, such as phone calls or SMS? 
• Are you part of a school organization that manages your email, or are you using a personal account? 
• Is the Microsoft Authenticator app on your new phone fully set up with your work or school account? 
• Is this an education account issued by your school? Or is it just your personal account for logging into educational apps? 

In the meantime, please try the following official troubleshooting options which usually resolve issues with basic issues:  

Please contact your institution's IT Help Desk immediately. They have the administrative permissions to reset your authentication method, which will allow you to set up the Microsoft Authenticator app on your new phone. 

In the Entra admin center, having an administrator set user accounts to require re-register of multi-factor authentication.    

If you need help finding your admin, please see: How do I find my Microsoft 365 admin? - Microsoft Support  

To help them resolve this quickly, you can direct them to the official Microsoft documentation for this exact scenario: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…This guide shows administrators how to reset your two-factor verification, which will prompt you to set it up again the next time you sign in, including generating a new QR code. 

We recommend your IT department is the fastest path to a resolution. We hope this helps you regain access in time for your exam. 

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