Cancel MSTeams / can't add account to Authenticator app / can't login

Question

I have a subscription to MSTeams.

It wants me to login using the MS-generated email address (OnMicrosoft). This requires two-step authentication.

I did have an entry on the Authenticator app on my iPhone but it was showing as incomplete, possibly after switching phones. I couldn't get it working so I deleted the account on the app and have tried to add again. The app asks me to use the app to authenticate the new account (!!!) which obviously isn't going to work.

Trying to log in online (just so I can cancel MSTeams) requires me to also use this email, rather than my own. The only two options available are to use the Authenticator app to approve, or to use the Authenticator app to generate a verification code.

I only want to cancel my MSTeams subscription and get rid of this OnMicrosoft account.

Any help appreciated!

Jon.

Answer 1

Hi @Jon Shadforth

Teams tag is mainly focused on the general issue of Microsoft Teams troubleshooting. According to your description, your question is not in our support scope. Thanks for your understanding and patience.

The following suggestion is for your reference:

It is recommended that you reset your account login method on your personal security information page, and then try to see if you can login to the Teams.

If this does not work, you need to contact your administrator.

If your tenant has another global administrator, you can ask them to change the Entra ID of your account so that you can re-register for MFA in the authenticator app. To do this, you can ask another global administrator to follow these steps:

• The administrator logs in to the Azure portal and access Azure Active Directory.
• Go to the Users blade on the left.
• Click the user account that has been locked out.
• Click Authentication methods, and then click Require re-register multi-factor authentication.

If you are the only global administrator of the account and are completely blocked, you can contact our support team. You can check the following articles to get the support number, depending on your country.

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

About how to find your organization's administrator, please refer to How do I find my Microsoft 365 admin.

Once you are able to log in to your account, canceling your MSTeams subscription requires logging in to the Microsoft 365 admin center.

Sign in to the Microsoft 365 admin center with your OnMicrosoft account. Select Billing, find your MSTeams subscription and select it. On the Subscription Details page, in the Billing Settings section, select Cancel Subscription.

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