I lost code from authenticator app

Question

I lost my code from Microsoft Authenticator app, i'm not backup code so that i can't restore it from cloud. I login my account, they ask me code from authenticator. So how can i do it right now ?

Answer 1

Hi @Le Trung Sang
Thank you for posting your question in the Microsoft Q&A forum. 

We're sorry to hear about the difficulty you've experienced. Losing access to your Microsoft Authenticator code can be stressful when it disrupts your ability to sign in securely. 

If your account is a personal Microsoft account, here are some methods you may try to help you resolve this issue.  
-Reach out to phone number via Customer service phone numbers - Microsoft Support 

-Use another Microsoft personal account to raise the ticket via Contact - Microsoft Support 

If your account is a work or school account, the best solution is to contact your organization's IT support team or administrator. They can assist in resetting your multi-factor authentication settings and guide you through re-registering your account on the new phone.  May I know if you know any Global Administrators in your organization who could help with this process? 

If yes, please ask them to follow this article to proceed to reset your 2FA so that you could re-register again: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 

If no, then you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to DataProtection team who could help you to regain access. 
If you have further concerns, please feel free to reach me out. 

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Answer 2

Hi @Le Trung Sang,

Thank you for posting question to Microsoft Q&A.

According to this issue, may I know if you are having any other Global Administrators in your tenant? That Global Administrator will need to follow this article: https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options to reset your MFA - which allows you to re-register MFA from the beginning.

Otherwise, you could also visit this site: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 to get a phone number based on your country then try to call to Microsoft Support Team.

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