Unable to sign in using Authenticator app

Question

I'm currently unable to log into my Microsoft account. Whenever I try, I get this alert:

As I have a new phone and haven't used this app for a while, the Authenticator (Duo) is asking me for a password which I don't have. There doesn't seem to be any other way to get into my microsoft account - can someone help me please? Thank you!

Answer 1

Dear PhilWhitehouse2 ,

Thanks for choosing Microsoft community!

I have read your question carefully and done some research, please kindly refer to following:

Not receiving a verification code is a common problem. The problem is usually related to your mobile device and its settings, and the account you're using is for work or school, try checking to see if you can select the Sign in another way link on the Two-step Verification page to sign in to your work or school account using a different verification method.

If you don't see the Sign in otherwise link, you haven't set up any other verification methods. You must contact your administrator for help signing in to your account. If you use two-step verification for a personal account with a Microsoft service such as ******@outlook.com, you can turn the feature on and off. If you can't turn off two-step verification and you're using two-step verification for your work or school account, it most likely means that your organization has decided that you must use this additional security feature. You can't turn it off alone. If you can't turn off two-step verification, it might also be because you've applied security presets at the organization level.

If you have a new mobile device, you must set it up to use two-factor authentication. Here is a multi-step solution: Follow the steps in the Set up my account for two-step verification article to set up your device to use your account. Update your account and device information in the additional security verification page. Delete the old appliance and add the new appliance to perform the update. For more information, see the Manage two-factor authentication method settings article. Change your two-step verification method and settings

To get more details, please refer to this article: Microsoft account security info & verification codes

Hope this help you, if there is any deviation in my understanding, please forgive me and provide me with more details. I am more than happy to continue to help you. I wish you all the best!

Best regards,
Kerry

Answer 2

Thanks Kerry, appreciate you getting back to me quickly! One problem though is that I am my company administrator - it's a one man company, so I'm not sure how to log in to achieve that goal. Any further thoughts?

Answer 3

@kerry just wondering if you've had a chance to look at this? Thanks!