Authenticator app is requesting a code from the app itself, am frustrated with this

Question

I'm the admin and I cleared my computer's cache and it asked me to log in again to my professional account. Once I entered the email and password, it told me to write a code in the authentication app, but the app does not give me any option to enter the digit of two numbers, in fact it asks me to enter my account and from the same app it asks me to enter the two-digit code in the app, which has no sense.

I reset my phone recently lost aunthenticator app and i had no backups. wat to do now. its been week and my business is struck ..

Answer 1

Hi @Surya BuildX,

Thank you for posting in Microsoft Q&A Forum.

According to your description, I'm sorry to hear about the trouble you're facing with your institutional accounts.

You mentioned that you cannot sign in to your business account and that you are the admin. Could you kindly confirm whether there is another Global Administrator in your organization?

Situation 1: If there is another Global Admin in your organization, please check if they can help reset your MFA settings through the Microsoft Entra Admin Center. They can follow this article: Manage user authentication methods for Microsoft Entra multifactor authentication.

Situation 2: If you're the only global admin in your tenant, the best course of action is to contact Microsoft Support directly by phone. You can find the appropriate customer support number here: Customer service phone numbers. Because the Microsoft Data Protection team has only required permission to reset your account on the backend. They are the only responsible and privileged support team for account questions.

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. 

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account.

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

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

Customer: Lost account. 

IVR: What kind of product do you use? 

Customer: Office 365 for business. 

IVR confirmation: education or company account? 

Customer: For companies 

IVR: Are you an administrator? 

Customer: Yes. 

IVR: Do you have the other administrator in your organization? 

Customer: No. 

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

Customer: Yes

If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link: Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.

1. Select any of the available plans and click "Try for free" to begin the trial setup process. 
2. Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.
3. Once the new tenant is created, navigate to: https://admin.microsoft.com/.
4. In the left-hand navigation menu, click on Support > Help & support. 
5. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account: 
   • Your administrator account email address for the locked tenant. 
   • The domain name of your locked tenant  
   • Any error messages you are receiving. 
   • Details about the authentication issues you are experiencing.
   • Confirmation that you are the administrator of the locked tenant.
6. Follow the prompts to submit your support request. You will receive a ticket number for tracking.

Important notes:  

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support. 
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. 
• The resolution time might be longer as you are contacting support from a different tenant. 
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under Billing > Your products.

Please kindly patience and combine methods above. Sometimes, the Microsoft Data Protection team may be in high demand, due to account verification process, it may take a few days for them to respond. We thank you for your understanding.

I hope these steps will helps. If you need further assistance, we are always here to help.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 2

the phone number is not working :(