How to Fix my account login issue

Question

Dear Microsoft Support Team,

I hope this message finds you well.

I’m reaching out on behalf of my colleague, Mr. Prem, whose email ID is ADMIN (prem.p@sen-sol.com) has been logged out of his account (both in Outlook and Authenticator apps). He was using the Microsoft Outlook app, but unfortunately, he was unaware that his Microsoft Authenticator app was outdated. Now, when attempting to log in, the system requests approval through the Authenticator app, which is no longer functional.

We’ve tried to use the app to retrieve the required passcode, but it keeps redirecting us to the Authenticator approval page. Since this account is registered as an admin account, we must regain access as soon as possible.

Could you kindly help us determine which device currently has access to the Microsoft Authenticator app for this account? We would greatly appreciate any guidance on how to retrieve or reset the account access.

Here are the relevant details for reference:

Email ID: prem.p@sen-sol.com

Username: Sensusme

Please let us know the next steps and how to resolve this issue.

Thank you for your prompt attention to this matter.

Best regards,

Paul Krishnan

(paul.e@sen-sol.com)

Answer 1

Hello @Paul Ebenezer, Thank you for sharing the information via email. I'm glad to hear that our Support team was able to assist you in resolving the issue.

Issue: Unable to log in to your account.

Solution: The issue was resolved after contacting the Microsoft Support team and successfully logging in with your admin account.

If I missed anything, please feel free to let me know, and I’ll be happy to update my response. You can also comment below with any additional information.

If you have any further questions, please don’t hesitate to reach out. Thank you once again for your time and patience in addressing this issue.

Thanks,
Raja Pothuraju.

Answer 2

To resolve the issue with Mr. Prem being locked out due to the outdated Microsoft Authenticator app, you can follow these steps. Here's a guide on how to handle this, including steps for contacting Microsoft Support:

Step-by-Step Troubleshooting and Resolution:

1. Access Microsoft Account Recovery: Since the Authenticator app is no longer functional, use the Microsoft account recovery process. If the account is secured with Multi-Factor Authentication (MFA), there should be an option to use a backup recovery method (like email or phone number).
   • Visit Microsoft Account Recovery and follow the instructions.
   • Select I forgot my password or I have a security code problem.
   • Provide the email address (prem.p@sen-sol.com) and verify through any other backup methods (e.g., backup email or phone number).
2. Accessing the Admin Account: If Mr. Prem is the administrator for the account, you may need to log in via another admin account (if one exists) and reset the authentication settings.
   • Sign in to the Microsoft admin portal using another admin account.
   • Navigate to Azure AD > Users > Select Mr. Prem’s account.
   • From the Security Info section, remove the outdated Authenticator app or reset the MFA settings.
3. Reset Microsoft Authenticator App: If you can access the admin portal, the Authenticator app for Mr. Prem can be reset by:
   • Removing or disabling the current MFA settings.
   • Re-enabling MFA and re-configuring the Microsoft Authenticator app on a new device.
4. Microsoft Support: If none of the above methods work, contact Microsoft Support. Based on your initial request, you may want to follow up and reference the support steps.
   • Visit Microsoft Support and select the appropriate option for Azure Active Directory or Microsoft 365 admin support.
   • Provide all the relevant details from your initial email to expedite the process.
   • Alternatively, if you're on a support plan, you can directly contact support via the Admin Portal.

Tips:

• Backup Methods: Ensure that backup MFA methods are set up, such as email, phone, or security questions, for future cases.
• Reconfigure MFA: After getting access, reconfigure the Microsoft Authenticator app with the latest version on a new device and test the login.