How to log on with Entra ID if authenticator codes are lost?

Question

I am having big problems and hope you guys can help.  I changed my home 360  to a small business 360.  I have been paying monthly but unable to access the services.  My old account personal account is accessible to me but my new business account is inaccessible.  I have spent hours on this changing PW's but the main problem (I think) is that I upgraded my phone and now my google authenticator codes are all gone.  I downloaded the Microsoft authenticator but no codes have been received and I can't get into the account without the code.  This is causing me a huge amount of stress and time.  Also I think my email contact is the same for both of my accounts making it impossible for me to log in to the entra ID.

Not sure what to do from here and cannot contact a human at microsoft to help me.

Please advise what I should do

thanks Patti

Answer 1

If you have lost access to your Microsoft Authenticator codes and cannot log in to your Entra ID account, you can follow these steps:

1. Use Alternative Verification Methods: If you have set up other options for security verification, select Other verification options on the sign-in page and try again by choosing a different method.
2. Check Your User Account Settings: Ensure that your phone numbers are correct in your user account settings. You may need to ask another global admin to confirm this for you.
3. Reset Multi-Factor Authentication Settings: If you are unable to access your account, ask another cloud services admin to reset your Multi-Factor Authentication settings. They can do this by signing in to the cloud service portal as an admin and managing user settings to require you to provide contact methods again.
4. Contact Support: If the above steps do not resolve your issue, consider reaching out to Microsoft support for further assistance. You can submit product feedback or ask for help through the Azure community support channels.

These steps should help you regain access to your account without the lost authenticator codes.

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References:

• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• What should I do if one of my users can't get in to their account?

Answer 2

Hello Patti Mitchley,

From what you describe, the main issue seems to be related to multi-factor authentication (MFA) after upgrading your phone, which caused your Google Authenticator codes to be lost. Since your Microsoft 365 Business account requires MFA, you will need to reset or recover your authentication method before you can sign in again.

The recommended next step is to use your account recovery options. If you are the administrator of the business account, you can sign in to the Microsoft 365 admin center from another trusted device and reset your MFA settings. If you are not the administrator, you will need to contact the person who manages your organization’s Microsoft 365 tenant so they can reset your MFA configuration.

If both accounts share the same email address, this can cause confusion during sign-in. In that case, try signing in with the full username format (e.g., ******@domain.onmicrosoft.com) to ensure you are accessing the business account instead of the personal one.

If you are unable to resolve the issue through these steps, the best option is to open a support request directly with Microsoft 365 Business Support, as they can securely verify your identity and reset your access.

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Thank you so much!!!

Best regards,

QQ.