my micrasoft authenticator doesnt work and i want to formally complain about it to the manager of security for micrasoft

Hi @Gordon, Alistair D

Regarding your issue, since this appears to be a school (education) account, the verification and sign‑in methods are managed by your school’s IT administrator, not by individual users. If you’re not receiving a verification code, the most effective next step is to contact your school’s IT/Admin team and ask them to help.

They can follow these steps:   

1. Sign in to the entra.microsoft.com as at least Authentication Administrator.   
2. Select User -> All user.   Select the user (your account) to act on and select Authentication methods. then select Require re-register of multi-factor authentication.    

• Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.   

For more details, please refer to: Manage user authentication methods for Microsoft Entra multifactor authentication. 

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again. 

If you’re not sure who your school’s IT administrator is, you can follow the guidance here to find them: How do I find my Microsoft 365 admin?

Hopefully, they will be able to help resolve your issue effectively.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

To use Microsoft Authenticator again and get verification codes for school work, the account’s security/MFA settings must be fixed; a formal complaint alone will not restore access.

Take these steps depending on the situation:

1. Try another verification method

• If any other method is configured (SMS, alternate email, etc.), choose that instead of Authenticator when prompted.
• If SMS or email codes are not arriving, review the common causes:
  • Avoid repeated requests for codes, which can trigger a temporary block.
  • Check if the phone is blocking texts from unknown numbers and that the inbox is not full.
  • Make sure a real mobile number (not VOIP) is configured.
  • Check junk/spam for messages from @accountprotection.microsoft.com.

2. If locked out because Authenticator is the only method

• For a school (work or school account), contact the school’s IT administrator or help desk and ask them to:
  • Reset or clear the MFA methods for the account, or
  • Use “Require re-register multifactor authentication” so MFA can be set up again on the new or working Authenticator app.
• If sign-in has been blocked after many attempts, wait and then try again or use a different MFA method if available.

3. If still not receiving any verification codes

• For personal Microsoft accounts, another method may be required, or it may be necessary to wait until access to the registered phone/email is possible. Support agents cannot send verification codes or change account details directly.

4. Escalation / formal complaint

• For a school or work account, complaints or escalation about sign-in security and Authenticator behavior must go through the organization’s IT/administration. They can open a support case with Microsoft (including Data Protection or support teams) if needed.

References:

• Common problems with two-step verification for a work or school account
• Troubleshoot Microsoft verification code issues
• Having problems getting text codes to confirm my account - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A