Microsoft authenticator does not provide code to log into business account

Question

I used to log in to my business account using Microsoft Authentication. After changing phones, the app (Autheticator) no longer provides me with the codes to log in to my business account. Unfortunately, I no longer have access to my old phone. I have the username and password, but I can't log in to my business account, where I still have an active Office license. What should I do?

Answer 1

Hi @Adriano Bernacchia, 

Thank you for posting your question in the Microsoft Q&A forum. I’m sorry to hear about the trouble you’re experiencing with Microsoft Authenticator. I understand how frustrating this situation can be, and I’ll do my best to point you in the right direction. 

Please review the guidance below based on your role. 

1/If you are an end user 

If your account is managed by an organization, the best next step is to contact your IT administrator. Since they manage authentication policies, they can help resolve this by resetting your multi‑factor authentication (MFA) and prompting a fresh setup. 

You can kindly ask your administrator to follow the steps in this official guide to revoke existing MFA sessions and require re‑registration: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…  

This process removes old sign‑in sessions. The next time you sign in, you’ll be prompted to set up Microsoft Authenticator again on your new phone, ensuring the account is properly registered and able to generate codes.

2/If you are an administrator 

Check if another admin in your organization can reset MFA for you using the steps above. If you are the only admin, please contact Microsoft Support directly by phone: Customer service phone numbers - Microsoft Support  

In this scenario, the Microsoft Data Protection team has the tools and processes required to verify your identity and assist with regaining access to administrator accounts. 

Please note 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 

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, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

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 phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account. 

---

If you're still unable to get through to support, 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  

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. 
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. 
• 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 these steps will be helpful for you in regaining access to your account. Even though I can’t intervene directly, guiding you to the right support team is the most effective assistance I can provide within my scope. 

If you have any updates or further questions, please feel free to reply here, I’ll do my best to support you however I can. 

Thank you for your understanding! 

---

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.  

Answer 2

About solution n.2

How can I contact directly Microsoft ?

Answer 3

If you no longer have access to your old phone and the Microsoft Authenticator app is not providing codes to log into your business account, you can try the following steps:

1. Use Other Verification Options: When prompted for the verification code, look for an option that says "Other verification options". This may allow you to use an alternative method if you have set up other recovery options.
2. Contact Support: Since you are the sole administrator of the business account, you may need to contact Microsoft support directly. You can call the support hotline and follow the prompts to reach a support agent. Explain your situation and request assistance with resetting your multi-factor authentication (MFA) settings.
3. Create a Trial Microsoft 365 Tenant: If you are unable to reach support, you can create a trial Microsoft 365 tenant. This will allow you to sign in to the Admin Center and submit a support ticket directly from there. After resolving your issue, remember to cancel the trial to avoid any charges.
4. Escalate Your Request: If you manage to reach a support agent but do not receive adequate assistance, ask to escalate your request to a duty manager or a specialized team, such as the Data Protection team, who can help reset your MFA settings.

These steps should help you regain access to your business account without the Authenticator app.

---

References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A