I cannot access to authenticator app and mi phone was deleted from options of 2 steps verification

Question

I have mi hotmail account since I started with emails in 1998, I activated 2 steps verification when it started and I never had a problem with my account because I had 3 ways to get to in, when I forgot my password, one way was my authenticator app the other one was my phone number and the third one was my backup email.

On December I change my phone and my authenticator app was transfer to my new phone but without Datta I didn't realize this happen. At the beginning of January I was logged out from my hotmail account on all my devices and, I I tried to login back with my password, that for some reason did not work so y try to reset it, when I try to use my authenticator I saw that there was no Data and for some reason my phone number was not on the options to reset my password so y used the email that worked fine but it ask me for a second option and it just give me the authenticator app one so not having this option they they ask me for a 25 digit code which I don't have.

I try getting to support and they make me fill a form that five minutes later Microsoft respond that since I have the authenticator app they will ignore my form,

how can I access to my account im worried because I have a office 365 and a xbox live subscription.

Answer 1

You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.

https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

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