Microsoft Authenticator App Reset for Microsoft Account

Question

Hi all!

I am having issues logging into my Microsoft account. I need to complete the MFA using the microsoft authenticator app, but none of the verification codes show up on my device. Thus, I would probably need to reset my MFA, but as I cannot login into my account this is not possible.

How can the MFA be reset without logging into my account?

Thanks!

Answer 1

Hi Jakob Wolfisberg,

Good day.

Thank you for your reply.

According to your mentioned initial thread description, I did not find information in your initial thread about "The issue is that I am the admin myself and the account the issue is related to is an onmicrosoft e-mail account which was assigned once the business account was opened".

Now, as you mentioned that you are admin, I will provide very correct direction for your scenario.

For your given scenario, you may need to contact our Office 365 Business support team through the phone support option they can further help through the backend side process. Because we Office 365 forum moderators have limited permission and access resources, due to this reason, we cannot do any verification process and cannot take any action in the public forum for your Company or Business tenant-related scenario. If necessary, your scenario will be transferred to Microsoft's top-level support team (i.e. Data Protection team) for standard and confidential process to give admin access. Because, your scenario is also related to your tenant's data security. This team will take few days to do their standard process.

For this process, as a Microsoft 365 global administrator, you may need to contact our Microsoft Business support team by phone on business days (Monday to Friday) and times: (select your country's region code): Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn

Here is another phone support article: Global Customer Service phone numbers - Microsoft Support

Note: The Microsoft Technical or Commercial Support Engineer may collect alternate e-mail address information to help with the verification process.

When you call the hotline as phone support, request them to transfer your case to the appropriate support team. You may need to press 1 or 1/2 on the voice message for support. The billing support team may be helping you to transfer your case to the appropriate support team. You have to do above things with patience. Because phone support option is only the way to reach out with proper support team.

You may provide your valuable vote for this correct direction so that other users can find information here.

I would really appreciate your precious time. Thank you again for your kind cooperation.

Stay safe and healthy.

Sincerely
Darpan

Answer 2

Thanks for your answer!

The issue is that I am the admin myself and the account the issue is related to is an onmicrosoft e-mail account which was assigned once the business account was opened.

Thus, I am the admin and the user and can still not login into my account.

Would appreciate your help, thanks.

Answer 3

Hi Jakob Wolfisberg,

Good day.

Thank you for sharing some information with us.

Based on your description, you have concern for two different kind of email account. One is for Office 365 school account and one is for personal Microsoft account.

As you posted your thread in Office 365 education support category, I would like to share some information with you, since we are from Office 365 Business support team, and we are providing possible information for Office 365 Business Basic / Standard / Enterprise / Education subscription account related query.

For your mentioned description,  we usually have an official document for the Microsoft Authenticator app that is associated with the Microsoft 365 Business or education email account related scenario for the two-step verification process: Common questions about the Microsoft Authenticator app - Microsoft Support

Before proceeding, could you allow me to know the following information from your side to understand the particular situation?  

* Do you have Office 365 global admin privileges in your education tenant organization?

Initially, I'll share some information with you because the Office 365 global admin can manage user authentication options through the Azure portal in your education tenant organization. The Office 365 global administrator can also change the settings or MFA method for the user account:

Note: If you're an end user, you may need to contact the Office 365 global admin in your business or school / university organization to take some action on their side of the user account. They can Reset MFA or Revoke MFA session or change MFA options.

Here is the official document for global administrator reference: Manage authentication methods for Azure AD Multi-Factor Authentication - Microsoft Entra | Microsoft Learn

After you reset MFA, you can try setting up two-step verification for your business email account again:

Set up the Microsoft Authenticator app as your verification method - Microsoft Support

Set up your Microsoft 365 sign-in for multi-factor authentication - Microsoft Support

I'm also sharing more specific information:

Also, for the query related to Microsoft Authenticator, we have specific forum channel resource, you would mind connecting and placing your specific query related to Microsoft Authenticator in Microsoft Authenticator - Microsoft Q&Aso that relevant members of our community can provide possible information from their side for their specific situation?

Note: Please note that we forum moderators do not have any authority to performing action about to reset password or MFA settings of user account on public forum due to data security reason.

If I misunderstand anything wrong, you may feel free to correct me. I will further provide you information accordingly.

Thank you for your precious time and kind cooperation.

Sincerely,

Darpan

Answer 4

Hi Darpan, thanks for your reply. I do have Microsoft 365 Business Basic. Best regards Jakob

Answer 5

Hi Jakob Wolfisberg,

Good day.

Thank you for connecting with us in Microsoft community.

I am writing to follow up on this thread.

As per your description, before moving forward, could you please allow me to collect couple of information from your side to understand your particular situation?

1. As you mentioned "I am having issues logging into my Microsoft account.", May I please know whether your user account is Office 365 Business Basic / Standard / Education / Enterprise subscription account or Microsoft 365 Home and Business / Home and student or Personal / Family subscription account?

Initially, I am asking this question, because different kind of subscription account has different service option. I need to know this important information so that I can further guide you accordingly.

I will be waiting for your next update about it.

Thank you for your precious time and kind cooperation.

Sincerely,

Darpan