Unable to access account via Authenticator (QR code request)

Question

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I accidentally uninstalled the Microsoft Authenticator app that protects the Microsoft account. I reinstalled it, but the 2-step verification is no longer configured in the app but it still works. So, I can no longer log in to my account since it shows me the code but I can no longer enter it in the app. I tried to reprogram it but it requires the QR code of my account which I do not have access to since I cannot log in. Can you have access to my QR code? (the account with the problem is not the one I am using at the moment)

Answer 1

Hi @julien veron

Thank you for posting this in Microsoft Q&A.

I understand you have accidentally uninstalled the Microsoft Authenticator app, which was used for 2-step verification to protect your Microsoft account. After reinstalling the app, the 2-step verification is no longer configured, and you are unable to log in to their account.

Global administrator in your tenant, they can assist you with MFA recovery. Please contact them and request to re-register for MFA on your behalf. This action will remove existing MFA methods, including phone numbers, Microsoft Authenticator apps, and software OATH tokens. You will then need to set up a new MFA authentication method upon your next sign-in.

For your reference: https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options

If you are the only global admin on the account and are blocked entirely, you can reach out to our support team. You can look into below article to get support numbers depending on your country.

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

 or creating a ticket through a different account:   https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

While creating a ticket with Microsoft support team. Give them the tenant ID which is locked out in your description. Tell them that no admin account has access anymore and your partners also have no access anymore.

Once you create a ticket with support team you will have to work with our data protection team. You will have to first prove your identity against your tenant for security purpose. Post that this team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

Also, for the future, you can create an emergency access account (break glass) in Azure AD. This account will help prevent being accidentally locked out of your Azure Active Directory (Azure AD) organization because you can't sign in for any reason.

https://docs.microsoft.com/en-us/azure/active-directory/roles/security-emergency-access

Hope this helps. Do let us know if you any further queries.

Thanks,

Navya.

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