Authenticator issues

Question

I have just got a new laptop and when trying to sign in it says that my account doesn’t exist. So I went onto my old laptop and tried to update the security settings in my account so that I could try putting in my phone number rather than my email address to see if it would accept that, however, to do that I need to confirm my identity with the Authenticator app. I haven’t used the Authenticator app on this account before so I tried to sign into my account on the Authenticator app but to do this I need to confirm my identity with the Authenticator app I’m trying to sign into. It just takes me round in circles, it’s driving me insane. I can’t update the account to confirm by other means because I need the Authenticator app I can’t sign into. There’s no way round it and no way to contact anyone about it.

Answer 1

Hello Kenny Mackenzie.

Welcome to Microsoft Community.

Regarding to your information I assume that you can't update your security information because of Authenticator.

Regarding the account issue, we are unable to handle account-related matters. You can seek assistance with resolving your problem by

contacting our online support.

Access this website.

Contact - Microsoft Support

Enter your issue in the Text Box->Get Help->Contact support.

Select Option like this.

Click here.

The issues on  Authenticator is out of reach of the response support community. It is more suitable for publishing on Microsoft Learn,

you can click on "Ask a question", there are experts who can provide more professional solutions in that place.  Here is a link to the forum where you can raise specific scenarios and share your idea to help solve the problem.

Windows 11 - Microsoft Q&A

I won't be able to help you, but I'll leave that question open in case one of our amazing volunteers has ideas for you.

Best Regards,

Tommy-MSFT | Microsoft Community Support Specialist