Outlook and Authenticator

Question

I have a problem with outlook and Authenticator: I have the username and passoword, but the Authenticator does not create the code an I changed my mobile number... I need to access my email, how can I do?

Answer 1

Hi Elisania Santos,

To resolve this, Microsoft’s support team will need to step in. A technical support engineer can perform a remote session to investigate the situation, verify the backend configurations, and run any necessary synchronization tools to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.   

As forum moderators, we don’t have access to the detailed logs or backend systems needed to troubleshoot this effectively due to privacy and security constraints. For that reason, the most efficient solution would be to contact Microsoft’s support team directly.   
 
For the standard procedure outlined above, Office 365 global administrators may need to contact the Office 365 support team by submitting a service request.   
 
Here’s what your Office 365 Global Admin should do next:      

1. Submit a Service Request: The Global Admin should create a service request with Microsoft support to get advanced technical assistance and diagnostics. For detailed instructions on how to get support, please refer to Get support - Microsoft 365 admin.
2. Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.
3. Call Microsoft Support: For additional assistance, use this link to find the appropriate contact number: Global Customer Service phone numbers - Microsoft Support
4. Contact a Reseller (if applicable): If your Office 365 subscriptions are managed through a federated partner or reseller and the Global Admin cannot open a service request, they should contact the reseller’s support provider. The reseller can assist with initiating the request and coordinating with the Office 365 support team.

Note: If you’re an end-user, please coordinate with your Office 365 Global Administrator to handle these steps.      

Thank you very much for your understanding and your cooperation.    

Clover-L - MSFT | Microsoft Community Support Specialist.

Answer 2

I need to access my personal email pls: ***

I bought a MACbook and I have some information of the office in this email... help me if you can. Because I canno't generate the code on Authenticator for this email, I really don't know what happened.

Elisania Vieira.

Answer 3

Hello Elisania, Thank you for posting in Microsoft community.Apologies for the inconvenience caused to you by this behavior.Based on the issue you are having, please confirm if you have another global administrator in your tenant. If you do, please use the other admin account to reset your authenticator.If you only have one global administrator, then you need to involve MS data protection team.To further resolve this, Microsoft’s data protection support team will need to step in. A technical support engineer can help you to resolve the problem. If the issue requires further attention, they can escalate it to a specialized team for deeper analysis.As forum moderators, we don’t have access to the backend systems to troubleshoot this effectively due to privacy and security constraints. For that reason, the most efficient solution would be to contact Microsoft’s support team directly.If you cannot login to admin center to raise a ticket, please follow the article to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft SupportOr you can ask other tenant admin to help you raise a ticket if you know and leave your contact information.

Best regards,

Trish - MSFT | Microsoft Community Support Specialist