Account greyed out in Authenticator - cannot access account & I am the admin

Question

Hi,

I am unable to log into my 365 account because the option to get the code in Authenticator is greyed out and I cannot select it. I am a sole business operator, there is no IT support or anyone else who can log in. I am the only user.

It is not a new phone or computer. When I log it, it is not giving me any options to log in an alternative way, it only accepts an OPT from Authenticator. I cannot even access the 365 help chat that I believe comes with my license because I cannot log in at all to submit a help request.

Can anyone please assist?

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 scan in and 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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Answer 2

I don't understand why I cannot log in another way

This is possible and you can add the "other ways" but it has to be setup on your account ahead of time here.
https://mysignins.microsoft.com/security-info

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