Need help with authenticator

Question

Hello. I’m locked out of my Microsoft Project account after changing phones. Microsoft Authenticator no longer generates the verification code for my organizational account. I can reset my password using my recovery email, but I cannot complete sign-in because MFA is broken. This account has an active Microsoft Project subscription that I cannot manage or cancel. I am the only administrator of the tenant. Can a Microsoft employee tell me how to reset my MFA or recover access? I can provide my account details privately if needed. Thank you.

Answer 1

Dear @Susan Cc2026,

This happens because the security link for Multi-Factor Authentication (MFA) is tied to the Authenticator app on your old device. To fix this, you need to have your MFA settings reset. 

As a member of the community support team, I’m limited in my ability to access or make changes within your administrator account. For security and privacy reasons, only Microsoft’s dedicated support team has the necessary tools and authorization to assist with account-level issues such as resetting or troubleshooting deep within your account.  

If You Are the Only Administrator 

Option 1: Contact Microsoft Support by Phone  

If you are unable to access the Microsoft 365 admin center, you can contact Microsoft Support directly.  

Find the appropriate phone number for your region here: Customer service phone numbers - Microsoft Support  

To help you navigate the automated phone system (IVR), here’s an example of how the conversation might go:  

• IVR: What kind of problem are you concerned about?   You: Multi-Factor Authentication (MFA) 
• IVR: What kind of product do you use?   You: Office 365 for business  
• IVR: Education or business account?   You: For business  
• IVR: Are you an administrator?   You: Yes  
• IVR: Do you have another administrator in your organization?   You: No  
• IVR: Do you need a service request?   You: Yes  

This should help you get connected to a live support agent who can assist you directly.  

Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. During peak hours, there might be high call volumes, so we kindly ask for your patience as we work to assist everyone as quickly as possible.

 Option 2: Create a Temporary Tenant to Submit a Support Ticket  

• Visit Microsoft 365 Business Standard—Free One-Month Trial | Microsoft 365  
• Select any plan and click Try for free.  
• Complete the setup to create a new tenant.  
• Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests   

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.  

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead. 

I hope the above information is clear. Thank you for your understanding and cooperation. Please let me know how it goes after trying the steps above. I’m here to help further if needed.