Not Receiving Authentication Codes When Switching Directories

Question

I recently changed my phone and have already set up my account on the authenticator app. However, I’m not receiving the code when I switch to other directories. Could you guys help me resolve this?

Answer 1

Hello @Jaz Sia,

Thank you for posting your query on Microsoft Q&A.

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. In this situation, you need to contact your IT team or your tenant Global administrator to reset your MFA registration.

Please share these steps with your IT team or admin team to reset your MFA.

To manage user settings, complete the following steps:

1.Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.

2.Browse to Identity > Users > All users.

3.Choose the user you wish to perform an action on and select Authentication methods. At the top of the window, then choose “Require re-register MFA” options for the user.

Then you can login back to any office application and register with new MFA auth method.

If you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

• Contact phone number
• Contact email address
• Global admin email address (affected account)
• Country
• TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue. I hope this information is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Answer 2

Thanks for your question.

Before switching your phones, you have to backup your credentials to the cloud or you become at risk of losing auth data. If this was not done, you will need to contact Support to help you with your Authenticator account.

To call support, see:

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

You can mark it 'Accept Answer' and 'Upvote' if this helped you

Regards,

Abiola