The Authenticator code is not loading , so I can’t access to share point

Question

The Authenticator code is not loading , so I can’t access to share point. I recently update my phone and now I can’t access because de Authenticator app is not working. Please help

Answer 1

Dear @Romira Acosta ,

Thank you for posting your question in the Microsoft Q&A forum.  

According to your issue, I understand that you are unable to get the two-factor authentication (2FA) code from the Microsoft Authenticator app after switching to a new device or updating your phone's software. Based on my research, here are a few suggestions that may help resolve the issue:    

1. If You Recently Updated Your Phone’s Software: in some cases, updating your phone’s operating system (such as upgrading iOS or Android) can cause problems with the Microsoft Authenticator app, especially if the app was not backed up properly or if app permissions were changed during the update. Try restarting your phone or update the Authenticator app.    
2. To regain access, you may reach out to your company’s IT team or Helpdesk to request a reset of your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device. As general Microsoft Support, we do not have administrative access to change these settings. Only your IT team can adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn   
3. In the case where you are the only Global Administrator and are completely locked out of your tenant, please contact Microsoft Support via phone:  Customer service phone numbers - Microsoft Support. The agent can create a ticket under the affected tenant and escalate it to the Data Protection team, who may be able to assist with regaining access.  

Note: Please provide me with a screenshot or more specific information about the issue you are facing so that I can support you better. I am always here to listen to you. 

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