It won't let me put the authentication code

Question

Good afternoon. I am writing because I am having problems with the verification code. My university account is disabled, I'm not receiving emails from anywhere, and it won't let me log into Microsoft either. When I access the account, it asks me to verify the code in the Microsoft authenticator application, however, once I access the Microsoft authenticator application, the code does not appear.I have tried many times. I don't receive a verification code or an SMS, but the code doesn't arrive, and there's no place in the application to put it. The only thing is when the laptop tells me to put this code in the Microsoft authenticator application, but when I enter the Microsoft application there is no place to put the code and it doesn't leave me any more methods. Please, I need help to get the codes, I can't be incommunicado any longer.Thank you

Answer 1

Hi Sofia, The best option in this scenario is to contact your student support at your university for resetting your MFA. And then they can do quick fix for you.

Answer 2

@Sofía Arrébola Sánchez

Thank you for posting this in Microsoft Q&A.

As I understand you are unable to access any of the Microsoft services with your account as you are getting prompted for MFA and you are not getting any MFA code.

In this situation you have 2 ways to solve this issue.

• If you have another Global admin of your tenant
• If you are the only Global admin of your tenant

If you have another Global admin of your tenant, you can ask them to make change in Entra ID for your account so that you can re-register for MFA in authenticator app. To perform this, you can ask another Global admin to follow below steps,

• Admin has to login to Azure portal and access Azure active directory.
• Once done they have to go to users blade on the left.
• Click on the user account which has been locked out.
• Click on Authentication methods and click on “Require re-register multifactor authentication”.
• Now when you try to login to Azure services it will prompt you to register for MFA again.

 

If you are the only global admin on the account and are blocked entirely, you can reach out to our support team. You can look into below article to get support numbers depending on your country.

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

or creating a ticket through a different account:  https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

Create a ticket with Microsoft support team. Give them the tenant ID which is locked out in your description. Tell them that no admin account has access anymore and your partners also have no access anymore.

Once you create a ticket with support team you will have to work with our data protection team. You will have to first prove your identity against your tenant for security purpose. Post that this team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

Also, for the future, you can create an emergency access account (break glass) in Azure AD. This account will help prevent being accidentally locked out of your Azure Active Directory (Azure AD) organization because you can't sign in for any reason.

https://docs.microsoft.com/en-us/azure/active-directory/roles/security-emergency-access

 

Let me know if you have any further questions.

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