Authenticator App

Question

I had my work pension linked to my authenticator app on my phone to facilitate two factor authentication/MFA login. Unfortunately, I broke that phone and have had to get a replacement. I've since discovered that I had no back up of my accounts linked to my authenticator app. I can now no longer log into my pension account as it asks for a "two factor authentication code" which I cannot give as it no longer shows as a linked account in my authenticator app. To add to this, my two factor authentication recovery codes also don't work. I have spoken with the pension team admin who says it's not something they can/will help me with as it's an 'external party application' and that I have to speak to Microsoft as it is their app. Currently I'm looking at never being able to login to this account again due to this issue with the authenticator app..please help?!

Answer 1

Hello Katy,

Thanks for using the Q&A platform.

I understand your account no longer has Microsoft Authenticator linked to it due to a phone change.

I recommend that you reset your MFA for the user account with which you are trying to log in with the help of another Global Administrator in the tenant.

They can achieve this by selecting the Require re-register multifactor authentication option in Azure.

For more details: Manage user authentication

If you don’t have another global administrator and you are the only global admin available to reset your registered MFA, this scenario would fall under a tenant lockout.

To resolve the issue, kindly raise a support ticket with the Data Protection team to unblock your access: https://portal.azure.com/#view/Microsoft_Azure_Support/HelpAndSupportBlade/~/overview

If the response was helpful, please feel free to mark it as “Accepted Answer” and consider giving it an upvote. This helps others in the community as well.

Regards,

Obinna.