IT Admin unable to approve sign-in on Authenticator app after device change

Question

I am an IT admin and run several tenants. 2 of my tenants have 1 admin only (myself) and no other admin. On my previous Android phone all worked well. I backed up that account, cleaned the phone and gave it to someone else. I signed in with the same account on the new phone but these 2 tenant admin accounts (work/school accounts) show action required. When I try to sign-in on a browser it doesn't give me the option to use text message verification, only the codes from the authenticator. All the others show text as an alternate option. I am hence unable to login to these 2 accounts. Anyone have any ideas?

Answer 1

Sounds like you'll need the account admins to reset the account so a new QR code can be generated with which you can relink the authentication device to your account.

If you are the admin then you can reach out to 365 global customer service here.
https://support.microsoft.com/en-gb/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

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