Authentication Problem

Question

I have an e mail business account hosted by godaddy... i changed my phone to a new one but i had reset my old phone and now i can not acces my email because of microsoft authentication is not allowing me... what can i do

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hi @Khaled Salam, 

Thank you for posting your question in the Microsoft Q&A forum. 

Regarding the issue where you can’t access your email because Microsoft Authenticator is no longer available after changing your phone, I’d like to clarify an important point to help you proceed: 

Since your email account is hosted by GoDaddy, the MFA (Microsoft Authenticator) settings for your account are managed directly by GoDaddy. 

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.     

Because of that, only GoDaddy Support can reset your MFA settings for you so that you can regain access to your account. 

You could provide your admin this article for a better view: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…        

Please contact GoDaddy Support, explain that you cannot sign in due to Microsoft Authenticator, and request that they reset MFA on your account. Once they reset it, you’ll be able to set up the Authenticator app again on your new phone. 

Thank you again for your time and understanding. While this reply may not resolve the issue immediately, contacting GoDaddy is the correct and fastest way to restore access to your account. 

I appreciate your patience, and I’m here if you have any other questions. 

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Answer 2

Because the old phone was reset, the Microsoft Authenticator app on that device can no longer approve sign-ins, so the MFA methods for the account must be reset or an alternate method used.

Use these options in order:

1. Try any alternate sign-in method

• On the Microsoft sign-in page, when prompted for the Authenticator approval, look for options like Use a different verification option or I don’t have any of these.
• If available, choose SMS, phone call, or another method already configured for the account and complete sign-in.
• After signing in, go to the Security info / Additional security verification page for the account and remove the old phone, then add the new phone and reconfigure Microsoft Authenticator as described in the MFA troubleshooting guidance.

2. Ask the tenant admin to reset MFA (if this is a business/GoDaddy Microsoft 365 tenant and the account is not the only admin)

• Contact the Microsoft 365/Entra admin for the organization (this may be GoDaddy’s delegated admin or an internal IT admin).
• Ask them to reset the MFA settings / require re‑register MFA for the user account. The next sign-in will prompt to set up Authenticator again on the new phone.

3. If this is the only admin account

• If the locked account is the only global admin for the tenant, the situation matches a tenant lockout scenario.
• In that case, a support ticket with Microsoft must be opened so the Data Protection team can verify identity and help regain access to the admin account and reset MFA. Forum moderators and normal tools cannot bypass MFA for a locked admin.

4. If no method works and no other admin exists

• Use the regional Microsoft customer service phone numbers to reach frontline support and request a ticket specifically for being locked out of a business account due to Microsoft Authenticator/MFA, indicating that there is no other admin on the tenant. The Data Protection team will then handle identity verification and recovery.

Until MFA is reset or an alternate method is used, sign-in to the account cannot be completed for security reasons.

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References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Common problems with two-step verification for a work or school account
• Frequently asked questions about Microsoft Entra multifactor authentication
• I need to reset my mfa methods - 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A

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