OUT LOOK locked out

Hi Dindot, Tyler, 

Thank you for reaching out to us. I'm glad to help you! 

Based on your description, and noting your mention of "school" and the "education" tag, I understand you're experiencing a login problem with your university Outlook account, so I need to confirm: is this an end-user educational account (meaning it's for you as a student, not a school IT admin account)? 

Here's my understanding of the situation: 

• Your old mobile device, which you used for two-step verification, is no longer available. 
• The phone number on file for alternative verification is incorrect, so that option isn't working either. 
• You can still access your account on your existing laptop and desktop. 
• However, you cannot log in on your new devices, such as your new mobile phone or Surface Pro, because you're unable to get past the two-factor authentication (2FA). 

Is my understanding correct? Please confirm for me. 

Also, besides Outlook, how are your other applications working? Are you able to log into them normally? 

If this is the case, I recommend you contact your school account's Admin so they can reset your Multi-Factor Authentication (MFA) settings through the Microsoft Entra Admin Center. Let's think of your Outlook email account like a room in a large building that your school owns and manages. Your school - they created your email and other services, and they set the security rules, like needing the Authenticator app (MFA). If your Authenticator app isn't working, only your school's IT team can reset it or give you new access. Microsoft gives schools full control over their accounts to protect your privacy and data. Microsoft can't just change things without your school's permission. 

Please ask your administrator to revoke MFA sessions and require re-registration in the Microsoft Entra admin center. 

For step-by-step details, your administrator can refer to the official Microsoft documentation here:  

Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 

If you're unsure who the Global Admin is within your school's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support 

If I've misunderstood your situation, I would greatly appreciate it if you could provide more details so I have the opportunity to offer further support. I'm very eager to assist you. 

Please understand that our initial response may not always resolve the issue right away. But with your help and a bit more detail, I'll try my best to help you.  

Looking forward to your reply!  

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