Recuperar credencial perdida en authenticator

Question

Perdi el telefono y al instalar la app de authenticator en el nuevo telefono, no logro recuperar una credencial importante.

He intentado con la nube y no tengo respaldo.

Es posible que personal microsoft me ayude a recuperar una credencial en especifico?

Answer 1

Hi Jose Luis Molina Rotter

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

We understand you're trying to regain access to your Office 365 account. Please find below a few steps that may help resolve the issue: 

• If you're still signed in to Office 365 in your browser, go to: https://mysignins.microsoft.com/security-info. Under Security Info, add a new sign-in method such as a phone number, backup email, or reconfigure the Microsoft Authenticator app. You may also need to remove your previous device from the account’s security settings.  This helps prevent unauthorized access and ensures a smoother authentication experience. 
• Use an alternative verification option by selecting “I can’t use my Microsoft Authenticator app right now.” This may allow you to verify your identity using SMS or email, as long as those backup options were set up beforehand. 

If you are locked out and cannot sign in, and your account is part of an organization, please contact your company’s IT administrator to request a Multi-Factor Authentication (MFA) reset. They will be able to assist you in regaining access to your account. To help them proceed, kindly ask your IT administrator to follow the steps outlined in the following Microsoft Learn article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 

In case you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

We hope the details provided will assist you effectively.   

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