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Apparently I am stuck in the "loop" where the code is being sent to Authenticator but I am not receiving it because it is going to the old phone. I've tried EVERYTHING and have been transferred from agent to agent and no one has helped me! I cannot do the "backup" because I have another work related email attached to Microsoft Account (this email is separate from the one I am trying to access). I really need to access my account for business purposes. SOMEONE PLEASE HELP!!! I spent 7 hours alone today with this issue!
A Microsoft file hosting and synchronization service.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Good morning!
Thank you for replying. The sub of my email address is onmicrosoft.com
I’ve explained to the agents that I am the owner of the business. I’m the account holder and I cannot get in to reset my own account so contacting my IT is not an option. I am the owner of this account.
Please help me; this has been extremely frustrating.
Hello can you please help me resolve this issue
Dear Montse Espejel,
Good day! Thank you for posting to the Microsoft Community.
I'm sorry to hear that you've having issues accessing your account due to authentication. May I please know the type of account you are using? Is it an M365 work/school account or a Microsoft/Personal account like Hotmail/outlook.com?
Since you posted in the business category, you may need to contact your organization's M365/IT administrator to reset MFA for you through the Azure admin portal. In the Azure portal, the administrator can set their account to Require new MFA registration. This disables all authentication methods and deletes the old phone. You will then be prompted to configure a new MFA authentication method the next time you sign in so that you can do the set up afresh and add the new phone. The admin can also add another verification method like Phone/SMS for you.
More info at: Manage authentication methods for Azure AD Multi-Factor Authentication - Microsoft Sign In | Learn with Microsoft
Thank you for your kind understanding and have a great day.
Best regards,
Ashraf.
Hello Montse Espejel,
Thank you for your response.
I'm sorry to hear that. While talking to the agents, did they create a case /service request for you? If so, please share with me the ticket number for further checks. You can share this via private message for privacy. To View private messages option > click on Profile Picture at top of the right side > Select My Profile >View Private Messages.
Looking forward to your response.
Best Regards,
Ashraf.