How to reset Microsoft authenticator app on android phone after formatting and resting to factory reset.

Question

I haven't backed up my authenticator app as I am not aware of it and I had to format my android phone due to technical issues and have to do factory reset. Now after reinstalling the Microsoft Authenticator app, I am not able to login into my global account and I had contact to your local partner from where we had purchased the email domain/license but they couldn't give solution on it and it's very urgent for us to update few users email ID and reset password for them. I had even contact to your data protection team (+1 312-843-5148) and I was asked to contact your local partner however they couldn't give solution on this issue.

Therefore, if someone could please support me to resolve this issue urgently. Our newly joint employees are left without email ID and some they couldn't login in as they ahd forgotten the password and I couldn't login to admin email to reset it.

This is very urgent.

Thanks in advance

Answer 1

Hi Kumbu,

The partner may have admin/delegated access into your tenancy?  If they do they would be able to reset your authentication methods using the answer in the question below.

 https://learn.microsoft.com/en-us/answers/questions/787388/reset-and-unblock-mfa-in-azure-active-directory

Does your organisation have any other admin accounts which could be used to reset  your authentication methods?

         If they don't then I think the partner would need to raise a support request with Microsoft.

I think you've already tried this but you can try speaking to the data protection team who may ask you to provide evidence that you own one of the domains in the tenancy (I've never done this).  A problem may arise if the provider who set the tenancy up for you owns the registered domains.

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

I think your best option is going to be working with the original partner / provider.  Once its resolved make sure you setup a break glass account to protect yourself in the future.

Best of luck

Mark