reset Authenticator App on my account

Question

reset Authenticator App on my account

Jeremy Zheng 75

Hello,

Please help!!

I tried to access Security Info menu in my Account screen. It prompted a window to Enter the number on the screen into Authenticator app to get access. But I never set it up before. I think someone unauthorized accessed my account to set it up. also, the phone number is not my phone as well. Please help me to reset it.

Thanks

Jeremy

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Answer 1

Anonymous

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 (and blocked) 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

--please don't forget to close up the thread here by marking answer if the reply is helpful--

Jeremy Zheng 75 Reputation points

2023-11-30T15:50:20.5766667+00:00

Thanks Dave. I have contacted our admin. He was able to reset my MFA and I was able to added it to Authenciator. The MFA for Azure login works now but the security info function in myaccount.microsoft.com still does not work. When I clicked it, keep prompt "Approve sign in request" window to ask me open Authenticator app. then nothing happened in the Authenticator app on my phone. If I choose other method, There is phone number that I don't recognized. I am not sure who can reset that for me.
Anonymous

2023-11-30T15:55:15.93+00:00

but the security info function in myaccount.microsoft.com still does not work

This could be a separate 365 / work / school account?
Jeremy Zheng 75 Reputation points

2023-11-30T16:34:49.7+00:00

I am not sure about that. But I know I am the guest account in Azure. Also I have noticed that myaccount.microsoft.com display my login ID (organization email address) is different from in Authenticator which shows my email with .onmicrosoft.com suffix. Could it be the problem? I can use my organization email login to azure and MFA is working as well.
Anonymous

2023-11-30T18:04:49.1066667+00:00

So it is the .onmicrosoft.com that is problematic? If so do you know who is the admin on that one? If you are the admin then you can reach out to 365 global customer service for the reset.
https://support.microsoft.com/en-gb/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
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reset Authenticator App on my account

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