Reset the authenticator?

Question

Goodnight,

I recently had a problem with my cell phone and I had to reinstall the operating system to solve the problem.

When installing the authenticator app it says I have an "action required". But when I log into my account to go to the password part to read the necessary QR code, it supposedly sends a notification to the app so I can proceed, however, I can't because I supposedly need to read the QR code...

Is there a way for Microsoft to reset this option so that I can configure the authenticator again?

Answer 1

Hello José Pedro Sousa Nunes,

Normally before reinstalling/delete the correct process is to backup the MFA account.

As u dont have access to the app anymore, the only way to resolve this is to request for Product Support to reset MFA for the affected user for microsoft accounts. Contact Product Support with the email address for the affected user. https://azure.microsoft.com/en-us/support/create-ticket

See: https://learn.microsoft.com/en-us/xandr/curate/troubleshooting-multi-factor-authentication-mfa?source=recommendations#dont-delete-mfa-app

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