Unable to log in as I accidentally deleted the account from my authenticator app

Question

Hello

I have 2 factor authentication set up on my account but accidentally deleted the account from my authenticator app on my phone (backup was also not switched on unfortunately). I'm now unable to log into my account because even when I select the option "I can't use my Microsoft Authenticator app right now" it only gives me 2 options:

1. Approve a request on my microsoft authenticator app
2. Use a verification code

If I select "use a verification code" it prompts me to "Enter the code displayed in the Microsoft Authenticator app on your mobile device" - so in effect, both of the options I'm given when I say I can't use the authenticator app require the authenticator app.

So now I can't log in and for the life of me cannot find out how to contact support without being logged in. I've had to log in using a totally different account in order to post this - the account I'm logged into now is not the account I'm having the issue with.

Answer 1

Hello Andy Stockton,

Good day. Thank you for posting to Microsoft Community.

I understand that you have an issue with verification with the Authenticator app. My sincerest apologies for the inconvenience that this is causing you.

May I kindly know whether you are using a work/business account or a personal/Microsoft account?

Since you posted in the business category, I'll provide steps for this account type, otherwise you can let me know as well.

In this situation, you may need to contact your account admin for assistance. In the azure admin center, the admin can revoke previous MFA sessions or first remove this device from the auth methods such you are required to re-register the device. They may as well add another verification method for your work account.

In this situation, since your authenticator app may need to be re-configured, the best way for you is to contact the admin to reset or add an authentication method for you. After that, you will be required to set the authentication app again when you login to the Microsoft365 portal the next time.

The admin can do so in the Azure Admin portal.

Following article is for admin reference: Manage authentication methods for Azure AD Multi-Factor Authentication - Microsoft Entra | Microsoft Learn.

Looking forward to your response. We sincerely thank you for your patience and cooperation.

Best Regards,

Ashraf

Answer 2

Hi, thanks for the response. Its a business account and the problem is I am the admin, its the admin account I can't log into.

Answer 3

Hello Andy,

Many thanks for the prompt response.

Since you're locked out with the admin account, I believe it is best for you to contact our Data Protection Team directly, please see below for instructions:

1. If there is another Global Administrator (GA) in your organization, you can ask them to reset MFA for you.
2. If no other GA is available, please contact our hotline and we will create a Service Request ticket for you Global Customer Service phone numbers (microsoft.com)

Our Data Protection Team will ensure that your organizations data is secure and will remain private. 

Thank you for your kind understanding and have a nice day.

Best Regards,

Ashraf

Answer 4

Hey, is your problem sloved...i have the same problem.. please answer.

Answer 5

Hello Ashraf

I am having tbe same problem and I need help. I accidentally removed my (Yahoo mail account) from Microsift Autheticator app and I cant login to my yahoo mail becsuse of verification code and I cant remember saving tbe secret code and did not remember to turn on backup. How can I add my Yahoo mail back to Authenticator app so tbat I can sign in to my mail. I have tried amy recovery mail and phone number but not successful.