Microsoft 365 / Entra ID trap - Authenticator code still needed (though I have removed account)

Question

1. I use my email address subscribed Minecraft Education as I wanted to use it to teach my daughter, then somehow I was promoted to establish a school account, ended with .onmicrosoft.com, after doing that, I had to login use that new email address and account. then I was asked to install Authenticator to add these new accounts (mine and my daughter's) 2) problem started when I try to remove these new accounts (ended with onmicrosoft.com) from Authenticator, because I wanted to have a straight forward login for the game. after that I found I will still need the code generated by the authenticator, but the accounts are already removed from Authenticator. 3) my questions is, is there a way to reset these two email account ended with onmicrosoft.com? As I can no longer login, and I couldn't find it in my Minecraft education account (only the original one which I paid the annual fee for this game)

Answer 1

Hello @baba lara,

Thank you for taking the time to explain your situation in detail. I understand how confusing and frustrating this experience can be, especially when it involves account access and authentication issues.

Based on the scenario you described, this case is closely related to Minecraft Education account management and authentication. Our scope mainly focus on productivity and identity management for Office services, and unfortunately, this forum is not best equipped to provide in‑depth assistance specifically for Minecraft Education accounts.

For the most accurate guidance, I would recommend reaching out directly to the Minecraft Education support channel, where there are dedicated support agents, community experts, and users who specialize in this product and its account behaviors. You can find their official support portal here: Minecraft Education

To provide additional reference, you may also find the following community discussion helpful, as it covers similar questions around managing or cancelling Minecraft Education subscriptions: Support for Cancelling Minecraft Education for Commercial – Minecraft Education

I truly appreciate your understanding. Redirecting your question to the Minecraft Education support team will give you the best chance of receiving accurate and timely assistance tailored to your situation.

Thank you again for reaching out, and I hope this helps point you in the right direction.

Warm regards,

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Answer 2

The onmicrosoft.com accounts are still configured to require Microsoft Authenticator for multifactor authentication (MFA), even though those accounts were removed from the Authenticator app on the device. Removing an account from the app does not change the MFA requirement on the account itself.

To regain access or reset MFA on those onmicrosoft.com accounts, one of the following must happen:

1. Use an alternative sign-in / verification method
   If any other method was configured (SMS, email, security key, etc.), use that method instead of Authenticator when prompted. If another method works, sign in and update the security info for the onmicrosoft.com accounts to remove or reconfigure Authenticator.
2. If these are work/school (tenant) accounts and there is an admin
   For work/school accounts, an administrator in the tenant can reset MFA for the affected user accounts in Microsoft Entra ID so that Authenticator can be set up again from scratch. The documented admin path is:
   • Go to Microsoft Entra admin center (entra.microsoft.com).
   • Navigate to Users → All users → [select user] → Authentication methods.
   • Use Require re-register multifactor authentication to force a fresh MFA registration on next sign-in.
3. If there is no other admin and these are business/education accounts
   If the onmicrosoft.com tenant has only one global admin and that admin is locked out by MFA (no Authenticator, no alternative method), the only supported path is escalation through Microsoft support to the Data Protection team. This team can, after verifying identity, reset MFA on at least one admin account so that access to the tenant is restored. The documented approach is:
   • Call the regional Microsoft support number listed under Customer service phone numbers - Microsoft Support.
   • When prompted, indicate this is an Office 365/Microsoft 365 for business/education technical issue and that there is no other admin.
   • Ask the frontline agent to open a service request and escalate to the Data Protection team to reset MFA for the locked-out admin.
4. If these are personal Microsoft accounts
   For personal accounts (not managed by an organization), support agents cannot bypass security or send verification codes directly. If no verification method works and Authenticator is unavailable, the only supported options are the self-service account recovery flow and, if that fails, contacting consumer support; however, support still cannot override security verification. In such cases, a new account may be required for future use.

In all cases, simply deleting the onmicrosoft.com entries from the Authenticator app does not reset or remove MFA on those accounts. MFA must be reset either by an admin in Entra ID or, if the admin is locked out, by Microsoft’s Data Protection team after identity verification.

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References:

• Common problems with two-step verification for a work or school account
• How to add your accounts to Microsoft Authenticator
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A