Unable to Access Directory Due to Missing Two-Digit Prompt in Authenticator App

Question

Unable to Access Directory Due to Missing Two-Digit Prompt in Authenticator App

Tomer Gluck 20

I have a Microsoft account that I use to manage my project and claim Founders Hub rewards, resulting in a subscription under a specific directory. When I attempt to access this directory again, I’m prompted to verify my identity through the Authenticator app by matching a two-digit number. However, the two-digit number does not appear in the app, preventing me from completing the process.

I have already tried the Authenticator app with the same account in other contexts and locations, and it works normally. I have also followed all recommended troubleshooting steps without success. Unfortunately, I do not have another user who can add me to this subscription. Potential solutions may include moving the subscription to another directory or transferring it to a different user who can grant me the necessary access. I need assistance regaining access and resolving the missing two-digit prompt issue in the Authenticator app.

Raja Pothuraju 20,800 Reputation points Microsoft External Staff

2025-04-01T10:43:42.9966667+00:00
Hello @Tomer Gluck,

Based on your description, I see you are unable to login into Azure Portal due to an incomplete MFA process and looking to reset your MFA for your user.

In this situation, you need to contact your other Global administrator to reset your MFA registration.

Please share these steps with another global administrator in the tenant to reset your MFA.

To manage user settings, complete the following steps:

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

Browse to Identity > Users > All users.

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 (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

We can then connect offline to discuss further and assist you in resolving this issue.
Raja Pothuraju 20,800 Reputation points Microsoft External Staff

2025-04-14T14:12:34.5033333+00:00

Hello @Tomer Gluck,

I just wanted to check if you'd be interested in taking this offline to get this resolved. Please share your available time to connect with you over team's call.

Accepted answer

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Your answer

Raja Pothuraju 20,800 Reputation points Microsoft External Staff

2025-04-01T10:43:42.9966667+00:00

Hello @Tomer Gluck,

Based on your description, I see you are unable to login into Azure Portal due to an incomplete MFA process and looking to reset your MFA for your user.

In this situation, you need to contact your other Global administrator to reset your MFA registration.

Please share these steps with another global administrator in the tenant to reset your MFA.

To manage user settings, complete the following steps:

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

Browse to Identity > Users > All users.

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 (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

We can then connect offline to discuss further and assist you in resolving this issue.
Raja Pothuraju 20,800 Reputation points Microsoft External Staff

2025-04-14T14:12:34.5033333+00:00

Hello @Tomer Gluck,

I just wanted to check if you'd be interested in taking this offline to get this resolved. Please share your available time to connect with you over team's call.

Answer 1

Raja Pothuraju 20,800 Microsoft External Staff

Hello @Tomer Gluck,

The issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA.

To resolve this, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the 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".

Raja Pothuraju 20,800 Reputation points Microsoft External Staff

2025-04-16T19:39:36.4533333+00:00

Hello @Tomer Gluck,

Just checking in to see if you're able to access your account now. I see that the support ticket status is marked as resolved. Please let me know if you're still experiencing any issues.

If all your concerns have been resolved, I would greatly appreciate it if you could mark the answer as "Accepted." This helps both us and others in the community.
Raja Pothuraju 20,800 Reputation points Microsoft External Staff

2025-04-18T21:50:43.06+00:00

Hello @Tomer Gluck,

Just checking in to see if you're able to access your account now. I see that the support ticket status is marked as resolved. Please let me know if you're still experiencing any issues.

If all your concerns have been resolved, I would greatly appreciate it if you could mark the answer as "Accepted." This helps both us and others in the community.

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Unable to Access Directory Due to Missing Two-Digit Prompt in Authenticator App

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