Microsoft Authenticator App

Question

Hello, I need to change our password and I can't get into the account. Wants code from Authenticator App. The phone I registered is a landline and I cannot get the numbers from it

We need to remove that feature for verification.

Answer 1

Hi @support,

Thank you for getting in touch about your account access issue.

Based on your description, your account is currently secured with multi-factor authentication (MFA) and requires approval through the Microsoft Authenticator app. Since the registered phone number is a landline, you’re unable to receive or complete the verification request.

Because your current verification method is not accessible, your account cannot complete the sign-in process. In this situation, your account will need to have its MFA settings reset, so you can register a new and accessible verification method.

To move toward a resolution, I suggest the following steps:  

1/ Contact other IT admins

Please check to see if there are other IT admins in your company who can help you with the reset MFA for your account and share with them 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 and restoring access to your account.

Once your IT admin has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally. 

2/ Contact Microsoft Data Protection Support by phone

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - 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, we’ll continue doing our best to support you within the scope of our responsibilities. 

 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:     

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)   

IVR: What kind of problem are you concerned about?   

You: Authenticator.   

A: What products do you use?   

You: Office 365 for business.

Verification: Education or company account?   

You: For companies

IVR: Are you an administrator?    

You: Yes.

IVR: Are there any other administrators in your organization?    

You: No.

IVR: Do you need a... Service request?    

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

3/ Create a new tenant to submit a support ticket

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription.

To set up a new tenant, please follow these steps:

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

Follow the guided setup process to create a new account for a new tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support.

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

 

I truly hope this helps you regain access to your account quickly. Even though I can't directly intervene, directing you to the correct and specialized support is the most effective help I can provide from my position. 

Thank you for your kindness and contributions to the forum.

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Answer 2

Because the account is protected with verification codes and the registered method is a landline that cannot receive the needed codes, another verification method or security info must be used or updated.

Use these options, depending on what is available when signing in:

1. Try another verification method

• On the sign-in screen where the code is requested, look for options such as Use a different verification option or similar.
• If there is another email or phone number on the account, choose that method to receive a verification code.

2. If no other method works or is available

• When prompted for a code and none of the listed methods can be used, select I don't have any of these (or equivalent wording) and follow the prompts to update the backup security info for the Microsoft account.
• This process guides through proving identity and adding a new email or phone number that can receive codes.

3. After regaining access

• Sign in to the Microsoft account security page (Additional security options).
• Remove or change the landline as a security method and add a mobile number, email, or an Authenticator app that can receive or generate codes.
• If desired, set up a passwordless method such as the Microsoft Authenticator app or Outlook for Android, then turn on Passwordless account so future sign-ins use app approvals instead of codes sent to the landline.

If verification codes still do not arrive on any method, use the sign-in helper or contact Microsoft Support as described in the verification code troubleshooting article.

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References:

• Troubleshoot Microsoft verification code issues
• Microsoft account security info & verification codes
• How to go passwordless with your Microsoft account
• How to use two-step verification with your Microsoft account
• Common problems with two-step verification for a work or school account
• I need to set up an Authenticator app