Can't get Codes from Microsoft Authenticator

Question

Can't get Codes from Microsoft Authenticator

Gerardo Ramirez Villarreal 20

I arelady had installed and configured my Authenticator APP, my phone ran into problems I was reseted, I reinstall de APP de EntraID Account appears but now doens't get me any CODES so, I can't access to My Security section into my Account, I'm able to login, and use onedrive app, but if I want to access other site as portal azul, it request me to Authenticate with Codes from Authenticator App, so I'm stuck with this, could you help me to reset the MFA? I

Moved from Microsoft Security | Microsoft Authenticator

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Answer accepted by question author

Doris V 2,355 Microsoft External Staff Moderator

Hello @Gerardo Ramirez Villarreal,

Regarding the issue where you are having issue with MFA since you have to reinstall authenticator apps. Please kindly check whether your tenant has another Global Administrator who may be able to assist you with this issue?

If other user still holds the Global Administrator role, please kindly follow these steps:

Sign in to the Microsoft Entra Admin Center using an account that has at least the Authentication Administrator role.

Navigate to Entra ID > Users.
Select the user whose MFA authentication methods you wish to reset, then choose Authentication methods.
Select Revoke multifactor authentication sessions, and then select Require re‑register multifactor authentication.
After completing these steps, the user will need to set up MFA again. You can do this by signing in and configuring MFA through the Microsoft Authenticator app on mobile device.

If you are the only administrator in your organization, you will need to contact the Microsoft Data Protection team for further assistance. Please locate the appropriate support phone number for your country or region and contact Microsoft Support so the frontline team can raise a service request on your behalf: 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
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Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)

In some regions you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:

What kind of problem are you experiencing?
Answer: Authenticator
What products do you use?
Answer: Office 365 for business
Is this for an education or company account?
Answer: For companies
Are you an administrator?
Answer: Yes
Are there any other administrators in your organization?
Answer: No. I am the only admin in my tenant
Do you need a... Service request?
Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365
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Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.

Important notes:

This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.
The resolution time might be longer as you are contacting support from a different tenant.
Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.

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1 additional answer

Your answer

Answer 1

To reset multifactor authentication (MFA) when Microsoft Authenticator no longer shows usable codes, an admin in the tenant must clear or reset the MFA registration so it can be set up again.

Because the account is a work/school (Entra ID) account and the Authenticator app is no longer working after the phone reset, use one of these paths:

If there is a tenant/global admin available
1. Ask a Global Administrator in the tenant to sign in to the Microsoft Entra admin center.
2. Go to Identity → Users → All users.
3. Select the affected user account.
4. Open Authentication methods.
5. Select Require re-register multifactor authentication.
6. Sign in again; the account will be prompted to register MFA from scratch (scan QR code in Authenticator, add phone, etc.).
If the user is an end user with no admin rights
1. Contact the organization’s IT Help desk or Microsoft 365/Entra administrator.
2. Ask them specifically to reset MFA / require re‑register MFA for the account using the steps above.
If the user is the only Global Administrator
1. Contact Microsoft via the regional Customer service phone numbers - Microsoft Support and request the Data Protection team to help reset the admin’s MFA, explaining that this is the only admin account and access is blocked by Authenticator.
2. Follow their identity‑verification process; they can then reset MFA from the backend.

Once MFA is reset and re‑registered, the Authenticator app will again show valid codes or receive push notifications, and sign‑in to Azure Portal and the Security info page will work.

References: