Cannot log into Microsoft Account - Authenticator not working

Question

I have an 'onmicrosoft' account that I access through the MS Authenticator. I have transferred from a laptop to a new desktop and want to switch over my licence for excel. To do this I need to log into the account. I have the password but can't get an Authenticator code as there is no notification.

I have a new mobile device on the same number as I had the last time I logged on.

I have followed all the advised steps online but still can't resolve this issue. Is there a way to get into the account or do I have to cancel the direct debit with my bank and reorder under a new account?

Answer 1

Hi, Matt C GWS

Good day!

Thanks for posting into our community.

According to your description, I'm sorry to hear you're having trouble with your Microsoft Authenticator.

Based on your description, I understand you could not login into the onmicrosoft.com account in the new device.

In this case, you may have to reset MFA options for your account by following below steps:

If other user in your organization has admin rights, it is suggested to contact your admin and ask admin to reset the Authentication method for your account. Admin can do it by follow Manage user authentication options.

 

If you are the admin only and can’t access your account due to Authentication issue, it is suggested to contact Data Protection team, please understand that for our community team that we are not authorized to reset any user/admin account.

Data Protection Team is the only support team to check and reset account. To find contact number of Data Protection team, please check Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn. (Ctrl +F4 and type your area's name.)

Thank you so much for your precious time and co-operation.

Sincerely,

Microsoft Community Moderator