I can't log in to my email, I lost my authenticator

Salma Vertiz 0 Reputation points
2023-10-22T04:41:36.82+00:00

I recently lost my previous cell phone where I had downloaded the authenticator application, when I got a new device I could not download the credentials of my previous cell phone. Now I cannot log in to my institutional email on any device, nor do I have access to teams. And in the authenticator application it asks me to authenticate with the same application but I cannot register my email because I need to authenticate with an authenticator. It's a cycle without end and I haven't been able to hand in my assignments for weeks 😩

Microsoft Entra
Microsoft Entra ID
Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
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  1. Akhilesh 5,560 Reputation points Microsoft Vendor
    2023-10-24T08:16:45.7+00:00

    Hi @Salma Vertiz

    Thank you for reaching us!

    I understand that you having trouble logging in to your email and Teams with the institutional account.

    If you have backed up your credentials to the cloud, you can recover your credentials in the Authenticator app, ensure that no additional accounts have been linked to the newly installed app.
    To recover your credentials, open the Authenticator app, and select "Begi recovery". Please sign into your recovery account which you used during the backup process and follow the steps mentioned here.

    If the issue is still persisted reach out to your institution's IT support or helpdesk and explain the situation to them, they should be able to assist you in recovering access to your account.

    Reference: https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

    Thanks,

    Akhilesh.

    Please "Accept the answer" if the information helped you. This will help us and others in the community as well.