Authenticator trying to phone my inactive old number

Hi @Taylor Britton,

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you're having trouble accessing your university account.

This issue occurs because the old phone number remains registered as the required second factor for Multi‑Factor Authentication (MFA). As part of its security controls, Microsoft enforces MFA verification before allowing access to an account, and in this case, the verification request continues to be sent to the old number, preventing you from completing the sign-in process. Under these circumstances, restoring access requires an MFA reset.

Since you are using a work or school email address, the MFA settings are managed by your university's IT department. For assistance with resetting or updating your MFA, you will need to contact them directly to resolve this. 

Please contact your university's IT Help Desk or support team and explain the situation. You can say: "I am stuck in a login loop with the Microsoft Multi-Factor Authentication. I cannot get the code to sign in." 

Specifically ask them to “Reset my MFA settings or allow me to re-register for MFA". This is a standard request, and your university's IT team should be able to assist you with it.

You can also share the steps in this Microsoft article for them so they can help reset your MFA settings for you Manage user authentication methods for Microsoft Entra multifactor authentication.

Once your university's IT admin has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally. 

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

Thank you for your kindness and contributions to the forum.

Sending warm wishes to you and your loved ones for a happy and successful New Year.

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To resolve the issue of the Microsoft Authenticator app attempting to contact your old phone number, you will need to update your account's security verification options. Here are the steps you can follow:

1. Access Account Settings: If you can log in using another method (like a backup email), go to your account security settings.
2. Update Phone Number: Change your phone number to your new number in Dubai. Ensure that you save the changes.
3. Alternative Verification Methods: If you have set up other verification methods (like an authenticator app or email), you can select those options instead of the old phone number.
4. Contact Support: If you are unable to access your account due to the old number being the only verification method, you may need to contact your university's IT support for assistance in regaining access to your account.

Additionally, if you have issues with receiving text messages or calls, consider using the Microsoft Authenticator app, which can generate verification codes even without a phone signal.

References:

• Frequently asked questions about Microsoft Entra multifactor authentication
• Troubleshooting phone options