Need to unlink and reset account from Microsoft Authenticator as device was changed

Question

Need to unlink and reset account from Microsoft Authenticator as device was changed

Roger Vallee 5

Hello,

I have the same issue as https://learn.microsoft.com/en-us/answers/questions/2156027/how-to-recover-admin-microsoft-account-with-lost-m

The phone with which I set up MFA with Microsoft Authenticator was changed. I can't log into my account as it sends a code to Authenticator which I can't access since I no longer have the original device. I can't use select another method using a code as it too expects Authenticator to be used to enter the code.

How do I reset MFA if I can't log into my account to remove the old device?

Please let me know what information your need to open a support ticket to assist with this issue.

Thank you,

Roger

Harshitha Eligeti 2,585 Reputation points Microsoft External Staff

2025-04-15T14:20:37.22+00:00
Hello @Roger Vallee
I Understand that You are unable to log into your account because the phone used to set up Multi-Factor Authentication (MFA) with the Microsoft Authenticator app has been changed. The system continues to send verification codes to the Authenticator app, which you can no longer access since you don't have the original device. Additionally, no alternative verification methods are available, as they also require the Authenticator. You are now looking to reset your MFA but are unable to do so because you can’t log into your account to remove the old device.

To reset your MFA settings, you can request assistance from another global administrator within your tenant. They can reset your MFA by selecting the 'Require re-register multifactor authentication' option.

For more details, you can refer to the following documentation:

Manage user authentication options

If you don’t have another global administrator available to reset your registered MFA, this situation would fall under 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 discuss further and assist you in resolving this issue.

1 answer

Your answer

Harshitha Eligeti 2,585 Reputation points Microsoft External Staff

2025-04-15T14:20:37.22+00:00

Hello @Roger Vallee
I Understand that You are unable to log into your account because the phone used to set up Multi-Factor Authentication (MFA) with the Microsoft Authenticator app has been changed. The system continues to send verification codes to the Authenticator app, which you can no longer access since you don't have the original device. Additionally, no alternative verification methods are available, as they also require the Authenticator. You are now looking to reset your MFA but are unable to do so because you can’t log into your account to remove the old device.

To reset your MFA settings, you can request assistance from another global administrator within your tenant. They can reset your MFA by selecting the 'Require re-register multifactor authentication' option.

For more details, you can refer to the following documentation:

Manage user authentication options

If you don’t have another global administrator available to reset your registered MFA, this situation would fall under 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 discuss further and assist you in resolving this issue.

Answer 1

Harshitha Eligeti 2,585 Microsoft External Staff

Hello @Roger Vallee
Thank you for sharing details over private message.

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".

Harshitha Eligeti 2,585 Reputation points Microsoft External Staff

2025-04-16T14:16:45.1566667+00:00

Hello @Roger Vallee

If this answers your query, do click Accept Answer and Yes for was this answer helpful. And, if you have any further query do let us know. This will help other community members facing similar issues find your thread as a reference.
Harshitha Eligeti 2,585 Reputation points Microsoft External Staff

2025-04-17T09:34:09.0733333+00:00

Hello @Roger Vallee

If this answers your query, do click Accept Answer and Yes for was this answer helpful. And, if you have any further query do let us know. This will help other community members facing similar issues find your thread as a reference.

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Need to unlink and reset account from Microsoft Authenticator as device was changed

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