How to remove the Authenticator requirement code if I can't log in to my account?

Question

I'm currently locked out of my account, and when trying to sign in I only get these two options:

Verify your identity

Option 1:

Approve a request on my Microsoft Authenticator app.

Option 2:

Use a verification code.

More information:

Are your verification methods current? Check at https://aka.ms/mfasetup

None of these options work because I'm not logged in to my 365 Business Administration account. I can't log in because I only have the two options above, and I can't log in to the Authenticator because it gives me the same two options.

It is so frustrating not being able to send an email or pick up the phone to call someone who could help me!!!

This is terrible support, Microsoft!!!

Answer 1

Hello @Jose Galvan

Please follow this guide for those email that are asking for autenticator code, you should be able to reset the password for them

Use the Account Recovery Process

If you don’t have backup codes or an alternate second factor, you’ll need to go through your email provider’s account recovery process. Here’s how to proceed for some common providers:

• For Microsoft Accounts (Outlook, Hotmail):
  1. Go to the Microsoft account recovery page.
  2. Follow the prompts indicating that you can’t access your authenticator app.
  3. You may be asked to verify your identity using alternate methods (like a secondary email address, phone number, or providing information about your account).

More information; https://support.microsoft.com/account-billing/bb939936-7a8d-4e88-bc43-49bc1a700a40 More details about the process; https://www.process.st/how-to/recover-microsoft-authenticator-without-old-phone/ https://answers.microsoft.com/en-us/outlook_com/forum/all/set-up-authenticator-without-old-phone/20c7ae23-0c1e-4f2a-ac1f-f4b4d1cbf9d5

If you found it helpful, could you kindly click the “Accept Answer and upvote” on the post. If you have any further queries, please let us know we are glad to help you.

Answer 2

I've been at this now for a few days and I think (hope) I'm making progress. I finally got a MS Home support tech to send me the link for the commercial support page. I'm pretty sure I've visited this page before but couldn't find a support link - seems like they did a good job of hiding it in plain sight. Also I'd like to point out I had issues using this page on Chrome (go figure) but worked perfectly on Edge. Here's the link:

https://support.microsoft.com/en-us/smallbusiness?ICID=StoreSupportHub_SMBHelp

When you go to this page, looks for the blue button that says "Get Started" right next to "Choose your business goal" - click "Get Started" which opens a pop up window on the right side. On the bottom of that window there's a button that says "Talk to and Expert" - click that button and you will get a commercial support tech chat window. I waited about 30-40 mins before I got help. While I was waiting I typed up and sent a full description of my issue to save time. When I used this on Chrome I couldn't see the "Talk to an Expert" button so if you're not seeing it try using Edge instead.

At this point I'm waiting for a call from support to resolve my issue. I'll report back once I get this call.

Answer 3

Also, do a search on red dit (yes I know that's not how it's spelled) for contacting data protection team and there is a great article you'll find there by a Joey Verlinden or something like that.

They also told me: Here's what I've learned about getting a business account back online:

Call 800-642-7676. State that it's a business account. For the problem, say the words "Global Admin Locked Out Data Protection". You are then forwarded to the Data Protection hold queue for anywhere from a few minutes to a few hours.

How long you're on hold has to do with how long your ticket has been open, and how often you call. The more you call, the longer you sit on hold. If you're holding for over an hour, try calling from different phone numbers. This is a game to make you suffer as much as possible, especially if you get impatient. Ha! Ha! (that's what it felt like sometimes) Once connected, use only one number for all callback requests. Be consistent on your contact email address as well.

You want the Azure part of Microsoft. when you email or call get it make sure you say this:

Can you escalate this to a P1 ticket/case please?  This is critical to my business and my business is completely shut down right now with high financial impact. 

 My case number:  _____

 My name:  _______

 My domain/email:  ___

 My telephone number (USA – East Coast time):  (1) don't forget to put the (1) if you're in the US!

 Alternative telephone number:  (1) ____ (one person said don't, but I did)

 My alternate email address: ____the email address that works! At first they had the email in there that didn't work!