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

grv ar 40 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.
5,771 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.
8,851 questions

3 answers

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  1. Chris N' kara 10 Reputation points
    2024-06-13T09:36:01.4866667+00:00

    If you have a already signed in admin login in your PC, safely create another admin user from active users section. That user will require a new authenticator setup. Login with the new user and reset locked users on active users -> multifactor authentication screen.

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  2. Anonymous
    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--

    1 person found this answer helpful.
  3. Anonymous
    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--

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