Unable to Access Microsoft Teams Due to Microsoft Authenticator Issue

Question

I recently changed my phone and unfortunately didn't back up the Microsoft Authenticator App on my old device. Now, without my old phone, I have no way to recover the authenticator codes. As a small business owner with a Microsoft Teams work account, where I am the sole administrator, I am completely locked out.

Every attempt to log in to Teams or the admin account results in a request for a code from the Authenticator, but when I try to set up the Authenticator on my new phone, it sends me in a loop with no way to generate the required code.

I've reached out to Microsoft support, but haven't heard back from the technical team, and my business operations are suffering due to this delay. My work heavily relies on Teams, and this issue is costing me both time and money. Could someone please assist me in resolving this as soon as possible?

Answer 1

To help others who might face a similar situation, here's how it was resolved: The support team had to deactivate the multifactor authentication for my account from their end. Once that was done, I was able to set up multifactor authentication again. This time, I chose to use my phone number instead of the Authenticator app, so I now receive a text message on my phone when signing in from a new device. This method is more convenient if you plan to keep the same phone number even when changing devices.

Answer 2

I have the same exact issue and I can't find a Microsoft agent to talk to... forums like this is the only way..

Answer 3

Hi @Subeka Physics Tutor

According to your detailed description, we do understand how frustrated you are now. Please try the following methods：

1. If you have set up other verification methods besides Authenticator (such as phone verification, SMS verification)-you can usually see a "Sign in with other methods" link on the login screen, please click to verify with other verification methods. Once the verification is successful, go to the "Other security verification" page, turn off Authenticator, and re-enable it later, see Change your two-step verification method and settings.
2. If you have only set up Authenticator as a verification method, please contact other administrators in your Microsoft365 tenant to reset multi-factor authentication (MFA) for you separately -- turn it off and then re-enable it. The next time you log in to your account, the system will prompt you to re-set the verification method (Authenticator, phone, SMS, office phone).
3. If you are the only administrator in your tenant and have not set up other verification methods, in this case, if you have not logged out of your Microsoft 365 admin center, you can turn off multi-factor authentication (MFA) yourself and re-enable it later; if you have logged out of your Microsoft 365 admin center before, you must call technical support, see Phone support, and let them help you unlock your account.

Thanks for your understanding and support.

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