I cannot reset my password

Question

I cannot reset my password. It asks for two authenticators. I have no problem with the Multi-Authenticator. My alternate email address is the same email and I cannot access. How can I reset my password with another authenticator. I have 3 other email addresses but they are not set up as the alternate email address.

Answer 1

Since you didn't specify your account type, I will provide solution based on the tag of your initial post. If you're using a personal account (@hotmail, @gmail, @outlook.com...) please let me know so that I can provide guidance with more accuracy.

Hi @Jon Jorgenson

Hi,

Thank you for reaching out to the Microsoft Q&A Forum.

I appreciate you posting your question, and I’m sorry to hear that you’re unable to access your work account due to issues with the Microsoft Authenticator app.

Because this is a work (organizational) account, all settings related to password resets, MFA (multi‑factor authentication), and authentication method recovery are fully managed by your organization’s IT administrator. When your company enforces MFA, they determine which verification methods are available such as the Microsoft Authenticator app, SMS, phone call, or email and they also control whether additional methods can be added or reset on your account.

Your IT admin will need to assist you by resetting your MFA or updating your authentication methods so you can regain access.

 

 You can reach out to your IT administrator and share the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings, reset your password and restoring access to your account.

Once this is done, you’ll be prompted to set up MFA again during your next sign-in. 

You can follow this guide to set up your MFA: Set up your Microsoft 365 sign-in for multi-factor authentication - Microsoft Support

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.   

If you have any updates, feel free to leave a comment under this post. I’ll be happy to assist further.  

Thank you for your cooperation and understanding in resolving this matter

Answer 2

I called [Moderator note: personal info removed]. After 2 hours plus on hold, I hung up. Do you have another number?

Answer 3

To reset your password when you have two-factor authentication (2FA) enabled, you typically need access to at least one of your registered authentication methods. Since you mentioned that your alternate email address is the same as the email you cannot access, you may want to consider the following steps:

1. Check for Other Authentication Options: If you have the Multi-Authenticator app set up, you can use it to receive a code for verification. Ensure that the app is functioning properly and that you can access it.
2. Use the "I don’t have any of these" Option: If available, select the option that indicates you do not have access to your registered authentication methods. This may trigger an alternative recovery process.
3. Contact Microsoft Support: If you are unable to reset your password using the available methods, it may be best to contact Microsoft Support directly. Explain your situation and that you suspect unauthorized access or cannot complete the 2FA process.
4. Consider Other Email Addresses: If you have other email addresses, you might want to check if any of them can be added as recovery options in the future once you regain access to your account.

Remember, if you have tried multiple times to validate your information and are locked out, you may need to wait for a period before trying again.

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References:

• Can't sign in to my email - Microsoft Q&A
• Self-service password reset frequently asked questions