Unable to access admin Microsoft 365 account after name change due to Microsoft Authenticator conflict

CM123 0 Reputation points
2024-06-19T15:05:44.55+00:00

I'm the sole administrator of a small business, and I recently changed the name of my Exchange account. Since then, I've been unable to log in due to a conflict with the Microsoft Authenticator app. The app is no longer recognizing the account, and I'm unable to access it by any means.

In my country, it's basically impossible to establish contact with support because they set up a recording, and all options lead to aka.ms/ProSupport, which ultimately asks you to access the account. However, I can't access the account, creating a catch-22 situation.

Since I'm the only admin for this account, I cannot ask another user with admin rights to remove the multi-factor authentication (MFA) that's causing the issue.

I would greatly appreciate some assistance in resolving this issue. Has anyone encountered a similar problem after changing the account name? If so, how did you manage to regain access to your account?

Any help or suggestions would be much appreciated. Please let me know if you need any additional information from my end.

Microsoft 365
Microsoft 365
Formerly Office 365, is a line of subscription services offered by Microsoft which adds to and includes the Microsoft Office product line.
4,346 questions
Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
6,130 questions
Microsoft Exchange
Microsoft Exchange
Microsoft messaging and collaboration software.
459 questions
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3 answers

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  1. Bruce Jing-MSFT 2,835 Reputation points Microsoft Vendor
    2024-06-20T06:14:18.4466667+00:00

    Hi,@CM123

    Thanks for posting your question in the Microsoft Q&A forum.

    Based on your description, I need to confirm a few questions:

    1. Did you log in with the modified account? Can you provide a screenshot of the error message?
    2. Does Microsoft Authenticator (MFA) have any alternative verification methods, such as email or phone number? If so, have you tried using other methods to verify?

    According to your question, I conducted the following test:

    1.I changed the username of my Exchange account.

    A white background with black textDescription automatically generated

    1. I can log in successfully using the new username.

    A close-up of a personDescription automatically generated

    Under normal circumstances, you can log in after the modification.

    If my answer is helpful to you, please mark it as the answer so that other users can refer to it. Thank you for your support and understanding.


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  3. Bruce Jing-MSFT 2,835 Reputation points Microsoft Vendor
    2024-06-24T05:45:45.1966667+00:00

    Hi,@CM123

    It's nice to hear back from you.

    According to the screenshot you provided, the second MFA verification requires you to enter these two numbers on the Authenticator APP on your phone.

    Have you downloaded the Authenticator APP on your phone and bound it to this account? If not, you cannot log in to this account and can only contact the backend administrator of O365.

    If you're an administrator or IT support person for your business, you can find Microsoft 365 Business support phone numbers based on your country or region: Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn

    If my answer is helpful to you, please mark it as the answer so that other users can refer to it. Thank you for your support and understanding.