Cannot access account due to issue with authenticator app

Question

My phone's fingerprint access is not working, because of which I cannot access the authenticator app. I'm currently locked out of all access from my account.

I have tried re-installing the authenticator app but no use. It is asking for code from the authenticator app itself.

Please help in signing in.

Answer 1

Hi Singh Malvika,

Thank you for connecting with us in Microsoft community.

According to your description, this support category is for Outlook app for mobile device, but your scenario is related to MFA for user account.

1. Before proceeding, may I please just re-confirm whether your email account is related to the Microsoft 365 Business Basic / Standard / Enterprise / Microsoft 365 Education subscription serviceor Microsoft 365 Family / Office 365 Home and Business subscription service or personal outlook.com email service?
2. If you have Microsoft 365 Business Basic / Standard / Enterprise subscription service related email account, I need to re-confirm whether you are anOffice 365 global admin or an End-user person?

Initially, I have asked for some information, because I could not find the specific information requested above in your case description so that we can understand the particular situation.

Because this is very important information, and different Microsoft subscription accounts have different configuration and support options.

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I did not find above requested information in your case description.

But I will provide the following information based on our support limits. Because, since we are from the Microsoft 365 Business/Education support team and provide potential address information for Microsoft 365 Business Basic/Standard/Enterprise/Education subscription services related to this forum support category.

Please note that since we forum community moderators do not have any permissions or resources to verify and run any backend processes in this public community for the user account login scenario with MFA or reset the user account's MFA related scenario. Because this case is insensitive and related to the security of the email account. This entire case can be verified by a dedicated support team from your backend resources. But at least we can try to provide the necessary direction for your concern.

Initially, I have found one official document Microsoft Authenticator FAQs - Microsoft Support which is discussing various different problems of Authenticator related scenario.

Furthermore, If you cannot get any particular answer on above provided official document, I would like to share some more specific information with you, actually Microsoft has separate community channel where the related community members and most valuable professionals can provide possible information for Authenticator related scenario,  so would you mind to contacting and placing your concern on our dedicated separate Microsoft Authenticator - Microsoft Q&A community channel resources?

In the order of the given scenario, If your email account is related to Microsoft 365 Business Basic / Standard / Enterprise subscription service which is provided by the Office 365 global administrator of the related Office 365 business tenant organization and if you are an End user person, you will need to contact the Office 365 global administrator of the enterprise tenant organization for an MFA-related situation.

Because they're managing or resetting the MFA (multi-factor authentication) scenario on their end using the Microsoft Entra admin center. They may need to perform Require re-register MFA / Revoke MFA sessions for the user account. They can delete previous registered information from Microsoft Entra admin center.

This is the official document that applies to the Global Administrator reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

Once your organization's global admin has reset MFA for your account, you may need to set up two-step verification again.

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For End user account's MFA situation, if necessary, the Office 365 Global Administrator of the related organization can also contact Microsoft's frontline support team via an open service request from the admin center for further resolution of the situation related to end-user two-step verification.

After diagnosing the scenario, our technical support team can provide possible information and guidance on your part to the administrator.

For this standard process, here's the official Office Global Administration Reference document: Get support - Microsoft 365 admin | Microsoft Learn(online option).

Here are some important notes:

End users should contact the Office 365 global administrator of their respected company, school, or university organization to perform some standard process and connect with the frontline support team for further resolution.

If an organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on your end, you might need to contact the reseller's support provider so that they can help the global admin open the service request on your ultimate heir. after the Office 365 support team participates in the service request created.

Note that the above information applies to Microsoft 365 Business Basic/Standard/Enterprise (E3/E5)/Microsoft 365 Education subscription services.

If I don't understand your initial description, you need to correct me with a brief piece of information, for example, if you are an admin person for this mentioned scenario. Because this information will help us to give more instructions for the administrator account scenario. But, you need to share more information about it first.

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If your email account has been associated with different subscription services, such as Office 365 Family/Personal/Home & Business/Home & Student/Outlook.com, you must provide information about your subscription for further instructions. Since there are several different types of Microsoft accounts and subscriptions, they have different service and support options.

I would greatly appreciate your valuable cooperation and valuable time.

Sincerely,
Vaidya Darpan