How do I log in to my college email, when I have lost access to the phone number linked to it?

Dear @Jay Jagannath,

Thank you for reaching out. I understand how frustrating it can be to lose access due to an old phone number, and I’ll help guide you so you can regain access to your college email account.

Since this is an institution college Microsoft account, the phone number used for verification is managed by your college’s IT system and cannot be removed by individual users or through the standard Microsoft account recovery process.

To regain access, the correct next step is to contact your college or institute’s IT Administrator and request an MFA reset or security info update for your account. They can verify your identity and remove the old phone number, then register a new one for you. In this case, ask your administrator to follow these steps:   

1. Sign in to the entra.microsoft.com as at least one 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 step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID | Microsoft Learn    

If you’re unsure who the Global Admin is within your school account's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support  

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. 

I hope this helps! Please feel free to reply below if you have any update or further concern.  

Thank you again for your time and understanding. Hope you have a great day!

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For a college (work or school) account where the sign-in is blocked by a phone number that is no longer available, the only supported path is to work through the account’s security info and, if that is not possible, through the organization’s IT/help desk.

For work or school accounts, when the phone/email shown for verification is wrong or no longer accessible, the documented options are:

1. Confirm the sign-in address is correct
   • Make sure the correct institutional email address and domain are being used (for example, .com vs .co.uk, and correct spelling of the name part of the address).
   • If the address is correct but the security info is not recognized, account recovery is required.
2. Use the “I don’t have any of these” path when available
   • When a verification prompt appears, some flows provide I don't have any of these. Selecting this allows replacing the existing security info with new methods (new phone or email) and then completing sign-in.
   • If this option is not shown in the current sign-in page, it is not available in that flow and cannot be forced.
3. Update or replace security info
   • If sign-in is possible through any other method (for example, backup email or another verification option), go to the Security info page for the work or school account and choose Update info.
   • From there, choose a method that works, or choose I don't have any of these to replace the existing phone/email security info.
4. If none of the verification options work
   • When the phone/email security info is not recognized or cannot be used, and there is no “I don’t have any of these” option, the account holder must work with the organization that owns the account (the college’s IT or help desk) to reset or clear the security settings.
   • For work or school accounts, support agents outside the organization cannot override verification or send codes; only the organization’s admin/help desk can clear two-step verification settings so that registration can be done again.

In summary, for a college account where the old phone is still required but inaccessible and there is no “I don’t have any of these” option, the next step is to contact the college’s IT/help desk and request that they clear or reset the account’s security/2-step verification info so new security methods (current phone or email) can be added.

References:

• Common problems with two-step verification for a work or school account