I can't log in to my tuition account

Hello @Panji Rayhan Sultoni,

I'm sorry to hear about this issue. I understand how inconvenient it can be.

As you have a university account, please reach out to your school’s Microsoft 365 administrator and ask them to reset your MFA settings using the Microsoft Entra Admin Center.

If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Here are some key points to keep in mind:   

You start by contacting the person who originally provided your account, such as a teacher, school administrator, or IT support staff. If unsure who to reach out to, begin with a teacher or staff member you regularly interact with; they can assist or direct you to the right department. Additionally, use your school’s helpdesk portal, support email, or tech support channel for assistance.  

Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Entra ID > Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

• First, when you call the hotline, it asks what kind of problem you are worried about.   
• Answered: authenticator.   
• A: What kind of product are you using?   
• B: Microsoft 365 for education.   
• A confirmation: education or company account?   
• B: For education   
• A: Are you an administrator?   
• B: Yes.   
• A: Do you have the other admin in your organization?   
• B: No.   
• A: You need one.... Service request?   
• B: Yes   

If your organization's subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.   

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

If you encounter any difficulties in revoking your access, please feel free to let me know. Thank you and I wish you a great day!  

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To access the university (work/school) account again, use an alternative verification method or have an admin reset the multifactor settings, because the current setup is causing a loop where sign-in to both the account and the Authenticator app requires a code that cannot be retrieved.

Use these steps depending on the situation:

1. Try another MFA method (if configured)
   On the sign-in page for the university account:
   • After entering the username and password, look for options like Use a different verification option, Other ways to sign in, or I don’t have my code.
   • Choose another method that is already registered (SMS, call, email code, security key, etc.).
   • If SMS or email is used, make sure:
     • The phone can receive SMS from unknown numbers and the inbox is not full.
     • The email junk/spam folder is checked for messages from @accountprotection.microsoft.com.
2. Avoid repeated attempts
   Repeated sign-in or code requests can cause Microsoft Entra multifactor authentication to temporarily block further attempts as suspicious activity. If many attempts were made:
   • Wait for some time before trying again.
   • When trying again, use a different MFA method if available.
3. If no alternative method works or is available
   Because this is an education (university) account, the tenant’s IT/admin team must reset the MFA settings:
   • Contact the university’s IT Help Desk or Microsoft 365/Entra administrator.
   • Ask them to reset the multifactor authentication for the account or clear the existing Authenticator registration so it can be set up again.
   • After the reset, sign in again; the system will prompt to register the Authenticator app or another MFA method from scratch.
4. If the phone was changed or lost
   • Inform the university Help Desk that the device used for Authenticator is no longer available or was changed.
   • They can clear the MFA settings so a new device can be registered the next time sign-in is attempted.

If still unable to sign in after these steps, only the university’s IT/admin or Microsoft support (through the university) can investigate further using Microsoft Entra sign-in logs and reset MFA as needed.

References:

• Common problems with two-step verification for a work or school account
• Sign in using Microsoft Authenticator
• 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A