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How to log into my outlook account on mobile device if I can't complete two step verification?

Chiocca, Gianna 5 Reputation points
2026-03-29T02:46:36.1+00:00

I got a new phone and was logged out of my outlook account (through my school if that matters). When I go to sign in it says I need two step verification and to open the outlook app for a code. I am unable to retrieve this code as that's the whole issue - I can't get into my account. There is no way to get a code in an account I do not have access to. I need a support agent desperately. I am unable to do any of my school assignments because canvas also uses outlook for two step verification. The computer I am currently typing on is the only device that is still logged into the account.

Moved from: Microsoft Security | Microsoft Authenticator

Microsoft 365 and Office | Subscription, account, billing | For education | Other

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  1. Rin-L 17,575 Reputation points Microsoft External Staff Moderator
    2026-03-29T14:36:12.8966667+00:00

    Hi @Chiocca, Gianna,

    From what you described, this is happening because your account is a school account, and the two‑step verification method is set to approve sign‑ins through the Outlook app that was installed on your old phone. Since that device is no longer available and there are no backup methods like SMS, email, or a different authenticator configured, you’ve unfortunately hit a situation that can’t be resolved through self‑service.

    In cases like this, the best and fastest course of action is to contact your school’s IT department/administrator directly. They have the ability to help you regain access. Specifically, you can kindly ask them to reset or revoke your existing MFA methods and require you to re‑register MFA: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

    User's image This process only takes a few minutes on their side, and once it’s done, you’ll be prompted to set up two‑step verification again on your new phone the next time you sign in.

    Please note that as a forum moderator, I do not have access to user accounts or the ability to reset MFA settings. Only your Microsoft 365 administrator has the necessary permissions to manage or reset your authentication methods. However, I’m here to guide you with the right steps so you can get the help you need as quickly as possible. 

    I truly hope you get your issue resolved swiftly. Thank you for understanding.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

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    2 people found this answer helpful.

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