Authenticator login issue

Question

Dear Sir,

I have a problem with the authenticator app. I cannot login to my onedrive account since the authentication app does not show the number when I login to my microsoft account.

I cannot connect with customer service, so please call me to get support with this issue.

Thank you,

Answer 1

Hi @송 서영 

Thank you so much for contacting Microsoft Q&A Support.  

According to your description, you are having trouble getting the code from Authenticator to sign-in your OneDrive account. Therefore, the best way is to reset your MFA option, so that you can re-configure it with your phone when you login the next time. However, before advising you to reset your MFA, I suggest trying the following workaround as a first step in troubleshooting the issue:

Remove and Re-add Your Account in Authenticator:  

• Open the Authenticator app.  
• Choose account that you want to sign-in Teams and tap the settings icon > Remove account.  
• Open the web and sign in the Microsoft account that you use for OneDrive account to have the QR code for setting up Authenticator.  
• In the Authenticator app, tap the "+" icon > Add account > Choose Work or school account / Personal account > Choose "Scan QR code" and scan the QR on the web.  
• Complete the MFA setup as prompted  

Look these below images for more details:

Please try this workaround to see if it resolves your issue. If it doesn't, I recommend resetting your MFA settings. 

If you use personal account:  

May I know that you have tried other verification methods like SMS, email...? Assuming that you tried alternative methods, but still cannot access it, you have to try these solutions that can help you to reset Authenticator:   

• Using Microsoft recovery form: Help with the Microsoft account recovery form - Microsoft Support   
• Reach out to phone number via: Customer service phone numbers - Microsoft Support   
• Use another Microsoft personal account to raise the ticket via: Contact - Microsoft Support   

If you use business account:  

May I know if you know any other Global Administrators in your organization?  

If yes, please ask them to follow this article to proceed to reset your 2FA so that you could re-register again: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

If no, then 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.  

Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days. I know that this is not a convenient solution to hear but it seems to be the only way, and it's recommended that you should have a secondary/backup Global Administrator to fix this issue on your own. 

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