I changed my phone and I didn't transfer authenticator app.

Question

I changed my phone and I didn't transfer authenticator app.

Nonthapat Jamjai 25

Hi, I just changed my phone and then I forgot to transfer 2 of my microsoft accounts (personal and work). The problem occurred with the work account because I didn't add my phone number to the account and now I cannot register this account to microsoft authenticator nor login to this account. And also this account is the admin to Microsoft 365 developer. Is there any way to recover this account or reset this sandbox? My account: ******@hinaja.onmicrosoft.com This is the only options left after enter the password: User's image

But when I reset my password there's a "Email to ******@gmail.com" options so is there anyway to recover this account using email? Thanks for the answer.

brent entero.ca 5 Reputation points

2024-02-22T18:19:10.72+00:00

I have the same issue - but I am the admin on the system - and because I cannot use Authenticator - I am locked out from making the change to reset it. Registered a ticket with MS last week and STILL HAVE NOT RECEIVED A CALL BACK. Argh.
Nonthapat Jamjai 25 Reputation points

2024-02-23T01:05:10.6233333+00:00

I also contacted Microsoft Support on the Get Help app and they told me to talk to the Microsoft 365 Small Business Advisor and they told me that the only way to recover this is to waited for Data Protection Team to reach out to me. I talked to him yesterday (Small Business Advisor) and he said it will took about 24 hours for the Data Protection Team to reach out. So, right now I'm waiting for them to reach out through my email. If he doesn't reach out he told me to call using the Microsoft global phone number. https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 or the Data Protection Team's phone number +1 800-865-9408.
brent entero.ca 5 Reputation points

2024-02-23T16:57:06.73+00:00

Oh my god... So I finally get through some of the process and was told that I had to wait for a call back from the Data Protection Team - and that they would be contacting me within 4 to 5 hours. Of course that call never came - so I am now seven days into trying to resolve this problem. And now when I call the 1-800 number it just gives me a terse message sending me to the web and hangs up on me. What absolute crap.
Nonthapat Jamjai 25 Reputation points

2024-02-24T03:47:13.8466667+00:00

Yes, me too. I also got that same issue. The Data Protection Team never call or reach to me. So now I just wait until my country's holiday end so I could call Microsoft Support.

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brent entero.ca 5 Reputation points

2024-02-22T18:19:10.72+00:00

I have the same issue - but I am the admin on the system - and because I cannot use Authenticator - I am locked out from making the change to reset it. Registered a ticket with MS last week and STILL HAVE NOT RECEIVED A CALL BACK. Argh.
Nonthapat Jamjai 25 Reputation points

2024-02-23T01:05:10.6233333+00:00

I also contacted Microsoft Support on the Get Help app and they told me to talk to the Microsoft 365 Small Business Advisor and they told me that the only way to recover this is to waited for Data Protection Team to reach out to me. I talked to him yesterday (Small Business Advisor) and he said it will took about 24 hours for the Data Protection Team to reach out. So, right now I'm waiting for them to reach out through my email. If he doesn't reach out he told me to call using the Microsoft global phone number. https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 or the Data Protection Team's phone number +1 800-865-9408.
brent entero.ca 5 Reputation points

2024-02-23T16:57:06.73+00:00

Oh my god... So I finally get through some of the process and was told that I had to wait for a call back from the Data Protection Team - and that they would be contacting me within 4 to 5 hours. Of course that call never came - so I am now seven days into trying to resolve this problem. And now when I call the 1-800 number it just gives me a terse message sending me to the web and hangs up on me. What absolute crap.
Nonthapat Jamjai 25 Reputation points

2024-02-24T03:47:13.8466667+00:00

Yes, me too. I also got that same issue. The Data Protection Team never call or reach to me. So now I just wait until my country's holiday end so I could call Microsoft Support.

Answer 1

Thameur-BOURBITA 36,266 Moderator

Hi @Nonthapat Jamjai

If it's not possible to use a backup to restore Authenticator configuration on your phone , unfortunately , the only solution is to ask your administrator to reset your MFA registration for your Azure account.

User's image

For other sites you have to use recovery process for each site in case of lost of your phone.

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Nonthapat Jamjai 25 Reputation points

2024-02-22T13:16:29.84+00:00

The account that I cannot access is the administrator account in the Microsoft 365 Developer program

How can I reset the MFA if I can't access this administrator account? Is there anyway to reset this program or something?
Thameur-BOURBITA 36,266 Reputation points Moderator

2024-02-22T13:29:30.8633333+00:00

@Nonthapat Jamjai

If you don't have another account or a break Glass account to unlock this kind of case , unfortunatly you have to ask the help of Microsoft support.

Please don't forget to accept helpful answer
Nonthapat Jamjai 25 Reputation points

2024-02-22T13:33:34.83+00:00

How can I ask them? Could you please send me a link or a instruction to do it and how should I say.
Thameur-BOURBITA 36,266 Reputation points Moderator

2024-02-22T13:38:17.71+00:00

@Nonthapat Jamjai

You can try with one of the following links:

Global Customer Service phone numbers

https://serviceshub.microsoft.com/support/create

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I changed my phone and I didn't transfer authenticator app.

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