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Authenticator App - can't remove greyed out account

Ris Janssen 161 Reputation points
2021-01-27T10:27:40.33+00:00

Hello all,

I'm stuck in a strange loop using the MS Authenticator App. I'm one of the admins at my school and I've registered my phone via https://account.activedirectory.windowsazure.com/securityInfo using the MS Authenticator App.

I wanted to create a manual for my colleagues so I removed the app from my phone (without deleting the account first, because I assumed that it would be deleted when the app is removed), redownloaded and reinstalled it so I could show them step by step what they should do and how to use the app.
However, my account was never removed when I uninstalled the app and is greyed-out, so I can't edit or delete it.
When I then try to change the MFA settings in my Active Directory User account, I can't access the 'Additional security verification page' or the 'Securty-info page', because it tells me that I should approve the sign in request from my app, but the app tells me it cannot process the request from the work or school account and I should remove the app first from the MFA registration page... So I'm stuck in a loop, because I can't access the MFA registration page and I can't approve the sign in request from the app.

I've tried multiple possible solutions, like checking if there is a MFA policy in Azure for our school, trying to remove my phone from devices in the Azure Users panel, ...

What might be causing this problem and how can I fix it?

Thanks in advance!

Ris

Microsoft Security | Microsoft Entra | Microsoft Entra ID
Microsoft Security | Microsoft Authenticator

3 answers

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  1. Sebastien Menard 501 Reputation points
    2021-02-20T10:08:25.853+00:00

    Hello all,

    To remove a greyed out account on the MS Authenticator app, you must delete the account to the smartphone.

    For example, you want to remove the foo@zamir1 .com account to the ms authenticator app
    For Android :

    • You edit your smartphone parameters --> account
    • You have to see an entry "professional account" ******@bar.com
    • Delete this account
    • Return to the MS Authenticator app, the "evil" entry has disappear !

    Hope it works for you !

    259 people found this answer helpful.
  2. DeepakDhiman-3532 325 Reputation points
    2024-04-29T19:09:15.5133333+00:00

    If you have an android mobile, follow the instructions below:

    • Open your mobiles' Settings, then tap on Users & accounts.
    • Scroll down and look for Microsoft old account(s) you want to remove or Work account and tap on it.
    • Once you found the required account, tap on it and select More or tap on 2 dots : (depends on the android version) in the upper right corner of your screen.
    • Select Remove account. You may need to repeat it twice or thrice.
    • Once account has removed, close the Microsoft Authenticator app if already opened.
    • Now tap and hold on Microsoft Authenticator app, and select App info.
    • Select Storage usage > Under Cache, tap on Clear cache.
    • Open Microsoft Authenticator app, and old account(s) should not appear now.
    5 people found this answer helpful.
  3. Paul Blank 6 Reputation points
    2022-04-23T18:16:21.627+00:00

    Removed the account from Android "Passwords & Accounts" and it disappeared from MS Authenticator. Note that I needed to do this twice before it "stuck."

    1 person found this answer helpful.

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