I cannot log into my authenticator app

Hi Maya Purkis,

Thank you for connecting with us in Microsoft community.

According to your description, your scenario is related to MFA for user account.

1. If you have Microsoft 365 Education subscription service related email account, I need to re-confirm whether you are anOffice 365 global admin or an End-user person?

Initially, I have asked for some information, because I could not find the specific information requested above in your case description so that we can understand the particular situation.

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I did not find above requested information in your case description.

But I will provide the following information based on our support limits. Because, since we are from the Microsoft 365 Business/Education support team and provide potential address information for Microsoft 365 Business Basic/Standard/Enterprise/Education subscription services related to this forum support category.

Please note that since we forum community moderators do not have any permissions or resources to verify and run any backend processes in this public community for the user account login scenario with MFA or reset the user account's MFA related scenario. Because this case is insensitive and related to the security of the email account. This entire case can be verified by a dedicated support team from your backend resources. But at least we can try to provide the necessary direction for your concern.

I need to break this scenario in two different kind of email account role:

1. Student or teacher's Microsoft 365 Education email account with MFA

2. Microsoft 365 Global admin email account with MFA.

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1. For Student or teacher's Microsoft 365 Education email account with MFA:

 In the order of the given scenario, If your email account is related to Microsoft 365 Business Basic / Standard / Enterprise subscription service which is provided by the Office 365 global administrator of the related Office 365 business tenant organization and if you are an End user person, you will need to contact the Office 365 global administrator of the enterprise tenant organization for an MFA-related situation.

Because they're managing or resetting the MFA (multi-factor authentication) scenario on their end using the Microsoft Entra admin center. They may need to perform Require re-register MFA / Revoke MFA sessions for the end user account.

This is the official document that applies to the Global Administrator reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

For Student account's MFA situation, if it is necessary, the Office 365 Global Administrator of the related organization can also contact Microsoft's frontline support team via an open service request from the admin center for further resolution of the situation related to end-user two-step verification.

After diagnosing the scenario, our technical support team can provide possible information and guidance on their part to the administrator.

For this standard process, here's the official Office Global Administration Reference document: Get support - Microsoft 365 admin | Microsoft Learn(online option).

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2. Microsoft 365 Global admin email account with MFA.

If you are global admin person for this situation, you will have to contact to Microsoft's specific support team via using Phone support resources, they will further help you from the backend side.

Because, the Office 365 global admin account or Office 365 Business tenant access related scenario will be handled by Data Protection team. Our Phone support team may help you to escalate this situation to appropriate team (i.e. Data protection team) via opening case request from their side.

For this sensitive case, standard process will be required from the Data protection team, and this team may take few days to perform their confidential and standard process with necessary protocol.

Here is official document about: Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn

Just for an example reference: I am sharing one thread URL where one Microsoft Agent Moderator has mentioned some detailed information about phone support: I cannot Login to my Admin Account - Microsoft Community

Note: Phone support team or AI may ask for subscription, domain, phone number or alternate email address for verification process.

Currently new calling process has been implemented by Microsoft. If call hangs up, you may need to attempt call several time to get support from phone support agent to escalate your case to Data protection team.

Here are some important notes:

End users should contact the Office 365 global administrator of their respected company, school, or university organization to perform some standard process and connect with the frontline support team for further resolution.

If an organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on your end, you might need to contact the reseller's support provider so that they can help the global admin open the service request on their end. after the Office 365 support team participates in the service request created.

I have provided all the required process and direction information for your entire concern.

I would greatly appreciate your valuable cooperation.