I am locked out of Azure after cell phone with Authenticator bricked

Neshap 160 0 Reputation points

My cell phone with Microsoft Authenticator bricked. I purchased a new phone and installed Authenticator. I am unable to add my account to the new Authenticator installation as I am stuck in an endless loop of the app trying to authenticate me with a now non-existed authenticator instance. No other option is presented to me (like call me -- email me -- reset)

The inability to authenticate my Microsoft sign-in has me locked out of my Azure account.

Can anyone help? Can anyone provide me with a contact of a live human that I can talk to?

I use the Azure account to assist other organizations (ie, they sent me a guest invitation to their subscriptions). (I sign in to Azure and then switch to what ever subscription I need to help with)

Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
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Microsoft Entra ID
Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
20,094 questions
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  1. JamesTran-MSFT 36,496 Reputation points Microsoft Employee

    @Neshap 160

    Thank you for your post and I apologize for the delayed response!

    From your issue, I understand that you got a new cell phone and are now locked out of your Azure account due to being unable to complete MFA within the Authenticator app.

    Since you assist other organizations through a guest account / guest invitation to their Azure subscription(s), you can ask your customer(s) to see if an Admin within their Azure AD tenant can add additional authentication methods for your user so you can complete MFA. Additionally, they can re-require your user to register for MFA so you can re-add the Authenticator App to your user's profile, or they can invite you again using a different email address.

    If the above options don't resolve your issue and this is a lockout scenario, I'd recommend reaching out to our Global Customer Service team, or you can contact the Azure Data Protection team for further assistance in unlocking your Azure AD account (866-807-5850).

    Additional Links:

    I hope this helps!

    If you have any other questions, please let me know. Thank you for your time and patience throughout this issue.

    If the information helped address your question, please Accept the answer. This will help us and also improve searchability for others in the community who might be researching similar information.

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