I lost my phone with Microsoft Authenticator app on it. I am unable to log in. I have contactedcustomer support multiple times.

grv ar 10 Reputation points
2023-06-09T21:38:59.9433333+00:00

Hi.
I lost my phone with Authenticator app on it which had the admin account of Microsoft Subscription. Now i am unable to log back in, i am unable to use my email or mobile number to log in. it only asks to be authenticated by the app after i enter my password. i have contacted Customer care multiple times but have no solution as of now, they tell me someone will call you in next 5-7 working days and then after one or two weeks i call back and get a new ticket raised.
My work has been halted, I have my files there which are very important and Support isn't helping. I request you all to share some solution to the same. I got to know from my research on the internet that some from tech team has to remove Two Factor Auth. from my account related to the Authenticator app.

Microsoft 365
Microsoft 365
Formerly Office 365, is a line of subscription services offered by Microsoft which adds to and includes the Microsoft Office product line.
3,776 questions
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.
5,489 questions

3 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Dave Patrick 426.1K Reputation points MVP
    2023-06-09T21:42:20.24+00:00

    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

    Without a backup to restore from you can reach out to the 365 Data Protection team to restore access. 866-807-5850

    -

    --please don't forget to upvote and Accept as answer if the reply is helpful--

  2. Dave Patrick 426.1K Reputation points MVP
    2023-06-10T23:35:24.0766667+00:00

    You can find the global cust service numbers here.

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

    --please don't forget to upvote and Accept as answer if the reply is helpful--

  3. JuniorM 0 Reputation points
    2023-09-25T17:41:40.43+00:00

    I am also having the same issues. I had to reset my Android device, which had the Microsoft Authenticator installed. When I reinstalled it, I did not have the cloud backup on the app-enabled, so it had no data to pull. I have to add the accounts back to it manually. However, I cannot add our Microsoft Business 365 account since it's the primary login. I have tried to call MS support using the provided number and some of their other service numbers. Still, I keep getting the phone bot, which keeps telling me before I can get assistance, I need to log into my account first, but I'm able to do that since it tries to send a code to my phone, which no longer has the account in the app. How do I reach a support agent if I'm unable to login?