Admin locked out, Authenticator not working

Question

I am the Admin on a business account. I have been trying to login for some time but I'm getting nothing from my Authenticator App. I'm just going in circles of login, get Authentication, want another way to login, get a code, but first login. I got to the website for help and it says login for assistance?! How am I supposed to reset this when I'm the only Admin and there is no support phone number that will actually get you to a person for help?

My app appears to be up to date. I've erased it and reloaded it. I've restarted my phone.

Answer 1

Hi Amanda Macarrao,

Good day! Thank you for posting to Microsoft Community. We are happy to assist you.

It sounds like you’re encountering an issue where the Microsoft Authenticator app isn’t providing you authentication code. This can be frustrating, but here are a few steps you can primarily try to resolve the issue.

1. Make sure you have the latest version of the Microsoft Authenticator app installed as older versions might not support all features. To get the latest version, please check Download Microsoft Authenticator - Microsoft Support
2. Tap Settings and select Turn off battery optimization for better sync performance.
3. If you're using VPN, try disconnecting to see if the issue persists. Please try to switch to another stable network as well.
4. Check for Prompts: Sometimes, the app might not immediately show the input field. Ensure the app is unlocked and look for any pop-up windows or prompts within the app.
5. Alternate Sign-in Method: If the Authenticator app is not working, try using another sign-in method, such as receiving a code via text message or email, if available.
6. Here is Microsoft Authenticator FAQs for your reference: Microsoft Authenticator FAQs - Microsoft Support

As your query is related with authenticator, while we are belonging from Microsoft Exchange online, so we have limited knowledge of authenticator queries.

For further assistance as we have separate community, it is suggested to kindly post your query to the Authenticator community support Microsoft Authenticator - Microsoft Q&Aif you primarily try the resolutions above.

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If you still access your account with the help of Authentication community, and since you are the only administrator, it is suggested to contact the Data Protection team as we are from the community team and are not authorized to reset any user/administrator accounts. The Data Protection Team is the only support team to verify and reset the account.

To find the Data Protection team's contact number, see Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn or Global Customer Service phone numbers - Microsoft Support 

If you couldn’t connect with the Data Protection team directly, you can try to get in touch with other support team such as Billing support team, and they are supposed to help you create ticket and rout it to Data Protection team.

Thank you so much for your precious time. stay safe and healthy.

Sincerely,

Luckie Shi | Community Moderato