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QR code access

bryan boggs 0 Reputation points
2026-05-16T17:05:56.8533333+00:00

I can I retrieve my business Outlook QR code to reset authenticator when unable to log into the account

Moderator's note: Moved from Microsoft Security | Microsoft Authenticator

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. AI answer

    2026-05-16T17:06:13.1033333+00:00

    A QR code for Microsoft Authenticator (or for Entra QR code sign-in) can only be generated after successfully signing in, so it cannot be retrieved if sign-in is blocked by MFA.

    Use one of these supported recovery paths:

    1. Try another sign-in method (if configured)
    • If any alternative method was set up (SMS, voice call, backup email, FIDO key, etc.), use that to sign in.
    • Once signed in, go to the Security info page at https://mysignins.microsoft.com/security-info and:
      • Remove the old Authenticator registration.
      • Add it again using Add sign-in method → Microsoft Authenticator → Add, then scan the new QR code from the app.
    1. If no other MFA method works and this is a business account
    • If there is another admin in the tenant, ask that admin to reset MFA:
      • In Microsoft Entra admin center, go to Users → All users → [your account] → Authentication methods and select Require re-register multifactor authentication. After that, sign in again and reconfigure Authenticator with a new QR code.
    • If there is no other admin and this is the only administrator account, Microsoft Data Protection support must intervene:
      • Call Microsoft using the Customer service phone numbers for business support.
      • When prompted by the IVR, clearly state that this is an Office 365 for business account, that it is a company account, that you are the only administrator, and that you need a service request for MFA reset / Authenticator access.
      • Ask to be routed to the Data Protection team to regain access to the tenant admin account.
    • If reaching an agent is difficult, an alternative is to:
      • Create a temporary trial Microsoft 365 tenant (a new, separate tenant).
      • Sign in to the new tenant’s Microsoft 365 Admin Center and open Help & support.
      • Submit a ticket explaining that you are locked out of a different tenant where you are the only admin and request the Data Protection team to reset MFA on that original tenant.
      • After resolution, cancel the trial subscription to avoid charges.
    1. About Entra QR code authentication (frontline workers)
    • Entra’s QR code authentication for frontline workers is separate from Microsoft Authenticator setup.
    • It can only be used on supported mobile devices after the QR method is enabled and the user has already signed in once with an existing method; it cannot be used to bypass an MFA lockout.

    In summary, the QR code cannot be retrieved without first regaining access via another method or via an admin/Data Protection-assisted MFA reset. Once access is restored, a new QR code can be generated from the Security info page or via the Entra admin tools, depending on the scenario.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Huy-K 12,030 Reputation points Microsoft External Staff Moderator
    2026-05-17T23:46:56.51+00:00

    Dear @bryan boggs,

    Based on your description, if you want to reset your MFA but you cannot log in the account, you have to revoke your MFA.

    If you are an end-user: Please contact your IT Administrator to revoke your MFA. How do I find my Microsoft 365 admin? - Microsoft Support

    If you are a Global Administrator of your tenant:

    Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

    The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

    Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

    When you speak with a real agent, they can create a ticket for you in the affected tenant and then transfer that ticket to the Data Protection team. Please provide detailed information to prove your ownership of the account.

    Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

    If you still can't get in touch with a real person for help, help me try the following:

    Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

    How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

    Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

    As a moderator, I do not have the tools to investigate your specific account directly, as this is a support forum between users. Moderators and collaborators, including external Microsoft employees, may not directly intervene in the functionality of Microsoft products or access internal systems. Our role is limited to providing technical guidance on reported problems, requests, or ideas. However, I will do my best to guide you as clearly as possible.

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

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