Can't access Authenticator app

Question

My old phone (Pixel 5a) died, and I have a new phone (Pixel 6a). I installed Microsoft Authenticator on my new phone, but I can't log into any of my accounts because it keeps asking me to input the number shown on my screen. There is no number in Authenticator. I can only assume it means the new app is sending a code to my old phone and asking me to enter that number. Unfortunately, I cannot turn on my old phone as it is completely bricked. I cannot uninstall or unregister my old device. I have a work/school account, and I asked our IT department for assistance. They were able to create a new work-around for my work email account; I can use text messages for two-factor authentication. But I'm still locked out of all my other accounts that are outside my work/school email.

How do I remotely wipe the old Authenticator from my old phone, or how do I install the app on my new phone and log into Authenticator without a code being sent to my old Authenticator?

Answer 1

Hi Val Beerbower,

Good day.

Thank you for sharing some more information with me.

According to your mentioned description

"I used an account with @XXXXX.org for my Sales Force log-in"

"one with my freelance work"

"How do I get those other accounts reset like my work (@XXXXXX.edu) account? I don't know that they have access to Azure for each email"

I have consulted with my team members, and I would like to share some more information with you, for your given current scenario, Microsoft has specific channel resources where our related community members and most valuable professionals are focusing and providing possible information for Microsoft Authenticator app related scenario, would you mind to contact and place your concern on this Microsoft Authenticator - Microsoft Q&A?

Because this forum is mainly focusing Office 365 exchange online service related scenario, and seems like your certain concern environment is related to different support scope and attributes, our relevant forum community members will further guide you and provide you correct direction for this situation.

I would really appreciate your valuable time. Thank you for your kind cooperation.

Sincerely

Darpan

Answer 2

I'm not sure what accounts are associated with the other log-ins. I used an account with @XXXXXX.org for my Sales Force log-in, and a @XXXXXXXXXXXXX.com account for my Outlook profile that's not affiliated with the @XXXXXX.edu address. I don't have a personal Outlook email address, just one affiliated with my job (@XXXXXXX.edu) and one with my freelance work (@XXXXXXXXXX.com). The other address (@XXXXXX.org) is a generic email address nonprofit organization XXXXX created for myself and my colleagues to use when we access Sales Force.

When I try to click "add account" and use the other email addresses on Authenticator, I get a message asking me to input the number shown on the screen. If I click "I can't use Authenticator right now," I get an error after I click "next." So I'm stuck in this loop of trying to add my other email accounts and being prompted to enter the number displayed on a phone that's inoperable.

How do I get those other accounts reset like my work (@sXXXXXXX.edu) account? I don't know that they have access to Azure for each email.

Answer 3

Hi Val Beerbower,

Good day.

Thank you for reaching out to Microsoft community.

As you mentioned "I have a work/school account, and I asked our IT department for assistance. They were able to create a new work-around for my work email account; I can use text messages for two-factor authentication"

Seems like your scenario has been worked for that email account which has provided by Office 365 global admin in your business tenant organization. Because Office 365 global admin can manage MFA related settings options from their side for end users Office 365 Business email account.

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On the other side, according to your description "But I'm still locked out of all my other accounts that are outside my work/school email."

Before we go any further, could you please allow me to gather the following important information?

Whether these other email accounts are associated with Microsoft 365 Business Basic / Standard / Premium / Enterprise or Microsoft 365 Home and Business / Microsoft 365 Family / Personal subscription or Outlook.com which is personal email account?

Initially, I have asked for this information because I was unable to find this information in the topic description of your thread so that we both can understand some specific scenario. This information is necessary to know your specific scenario, because different subscriptions and different types of email accounts have different service and support options.

I look forward to your next update on this. In addition, I will provide you further information accordingly.

Thank you again for your valuable time and kind cooperation.

Sincerely

Darpan