Authenticator app

Question

Hello.

i am having trouble with the authenticator app!

I just upgraded my phone and laptop, and i am having trouble with the setup in my laptop

i manage to setup my outlook in the phone, but when i am trying to setup the outlook in my computer it want me to put in the 2 digit code in the app but i am not receiving the code and when i try passkey code i receive 8 digit code but online its only 6 digit, the it gets worse because i cant sign in online at microsoft because it want me to authenticate it in my app and again i am not getting the code.

i have a bussines subscription

best regards

Johann Ingi Reynisson

Answer 1

Hi jóhann ingi Reynisson,

Thank you for posting your question in Microsoft Q&A Community.

I really understand how inconvenient this situation must be. I am very sorry for the difficult time you have been through so far.

There are a few options you can try that can help you regain access to your account, even if the Authenticator app isn't working. Note that these options come with certain conditions:

 

1. Try signing in to this link: Office with your work/school account on a different browser or device:

Sometimes, browser settings or cached data can interfere with the login process. Try signing in with a different browser (such as Edge, Chrome, or Firefox) or another device to see if the sign-in options appear differently.

2. Use another login option:

When you try to log in, look for the "Login Options" link. 

If your phone number was previously registered to your account, you may be able to choose to receive a verification code via SMS or phone call instead of using the Authenticator app.

If you don't see this option, your account may be set to use only the Authenticator app.

3. Contact your IT admin to reset your MFA through the Microsoft Entra admin center:

If none of the above steps work, ask your administrator to follow Microsoft's official instructions for resetting your MFA settings:

Sign in to the Microsoft 365 admin center as an authentication admin at a minimum

Go to Identity > Users > All Users

Select your account, then click Authentication methods

Choose: Revoke Multi-Factor Authentication Sessions, and then click Require Multi-Factor Authentication to Re-Register.

This will disable all previous authentication methods and prompt you to set up a new one the next time you log in, allowing you to register a new application or authentication method.

I hope my information helps. Please feel free to contact us again if something doesn't go right or if you need further assistance.

We look forward to hearing from you.

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Answer 2

Hi jóhann ingi Reynisson,

Thank you for your follow-up.

As you said that the option 1 and 2 that I provided and you're the only administrator, I recommend you Call to service phone number or contact your partner/reseller if have.

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts. 

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: Authenticator. 

A: What products do you use? 

B: Office 365 for business. 

Verification: Education or company account? 

B: For companies 

A: Are you an administrator? 

B: Yes. 

A: Are there any other administrators in your organization? 

B: No. 

A: I need one.... Service request? 

B: Yes 

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.

If you still cannot reach to agent, you might try registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans | Microsoft. This would allow you to create a new tenant following the provided prompts. 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.  

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

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