Error deleting account Authenticator

Question

Good afternoon

It became necessary to unlink your work account from the Authenticator application. During the deletion process, the application requested a confirmation code, I entered the code and the procedure continued, but some error occurred in the process. The account has not been permanently deleted - now the account is indicated in gray, it is impossible to continue deleting, there are no menu items, no confirmations and no codes.

Please tell me how to unlink the account completely.

Answer 1

Hi @Dmitriy Laktyushin,

Thank you for reaching out to Microsoft Q&A Forum.   

Regarding the issue you’re experiencing with the greyed-out account in the Authenticator app — to help you resolve it, we’d recommend the following steps depending on your setup: 

If this is the only account in your Authenticator app, please make sure you’ve added an alternative sign-in method (like phone or SMS). If that’s in place and you can still sign in, just uninstall and reinstall the app — the account should disappear. 

If you have multiple accounts in the app, please ask your admin to reset MFA. After that:  

1. Sign in at https://myaccount.microsoft.com  
2. Go to Security info  
3. Remove the old Authenticator method  
4. Then check again in the app — it should now let you delete the account 

If the issue persists after trying all the steps above, we recommend raising a support ticket via the Microsoft 365 admin center. The support team can further investigate and escalate the case to a specialized team if needed.     

Reference: Get support - Microsoft 365 admin | Microsoft Learn 

If you need further assistance, please let us know. 

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