Authenticator App sign-in issues

Question

As an only admin to this account, I had previously setup 2FA, and after changing devices(which I no longer have access to), I'm practically locked out. To sign in, I need a verification code, from the same authenticator app I'm trying to sign into. I've tried resetting password to see if I might get any leads from there. My alternate email is being sent the password reset codes, but that same alternate email doesn't show up, when I select "I don't have access to my authenticator app". I sadly urgently need to get into this account, any ideas would be much appreciated. Thanks

Answer 1

Hello Oloruntoba,

Good day! Thank you for posting to Microsoft Community. We are happy to assist you.

Based on your description, you're having trouble with your account authentication. In this scenario, the best way is to reset your MFA option, so that you can re-configure it when you login the next time.

Please refer to the information below:

If you are using Microsoft business/education account which is assigned by your organization

• If you are a user in your tenant (or you are an admin but are not the only one), please contact your administrator to follow the steps in Manage authentication methods for Azure AD Multi-Factor Authentication - Microsoft Sign In | Microsoft Learn to reset your MFA option. After resetting, you would be required to set the MFA again when you login to O365 Portal.
• If you're the only admin in your organization, since our forum is a public platform, we are not allowed or suitable to collect customers' account information. In this situation, please Find Microsoft 365 support phone numbers for business by country or region - Microsoft 365 admin | Microsoft Learn to contact our support. Support will help reset MFA for you. They will keep your account safe and secure.

If you are using Microsoft personal account which is ended with outlook.com/hotmail.com/live.com/msn.com.

Please comprehend that our group supports on M365 business account issues, for personal account, there is a specific group supports on it. So, if the issue persists and the account is a personal one, would you please reply to let me know, I will move this thread to the correct category ASAP for more professional support.

If there is any update or I misunderstand you, please feel free to let me know. I will continue to assist you. Your understanding and co-operation are highly appreciated.

Thanks for your precious time. Have a nice day！

Sincerely,

Nafis Iqbal Shuvo