Account authentication problem

Question

Hello, I am currently having issues with my personal email account (Microsoft account with Gmail address).

A little context before.

On my personal email account, I have 2-factor authentication enabled. If any changes are made to my account, I have to verify it with the code sent to my email, and then a code sent to my phone via SMS.

A few days ago, I saw that the passwordless authentication option was available, so I downloaded the Autheticator App and did all the steps to remove the password from my personal account. I tried it without any problem.

As I needed to reset my phone for other issues (iPhone), I did backup the phone and the Autheticator App accounts before the reset (I read that if I do not change the phone, from the same backup that I did via iTunes, the Authenticator App will be restored as before). This is partially true.

After the restore, I opened the Authenticator App and saw only one of the three accounts that I have there, and below, a banner that says "Do you already have a backup? Start recovery" (translated from spanish).

When I click on that banner, it allows me to choose two accounts (the same ones that I cannot access) and whichever I choose, it redirects me to the Microsoft login form which says:

 

I tried resetting the password via https://account.live.com/ResetPassword.aspx with the verification codes sent to my email and my phone via SMS, with the same result each time:

Can you please help me solve this issue?

Thank you!

Regards,

Sebastian

Answer 1

Hi Sebastian!

I'm an independent community advisor and it's important to me to ensure that all your questions are answered and that you have a positive experience.

I know how this is, it turns out that through this forum, we have public viewing. Therefore, you will not be able to provide the data for analysis here.

So, I advise you to create a private support ticket using an account that receives emails. See how in https://support.microsoft.com/en-us/topic/globa...

If you still have any questions, please reply with the details to help you out.

Thanks for using the Community.

Answer 2

Thanks!

Answer 3

Hi Gema,

Will do that.

Thank you!