Unable to Access Apps without Authenticator

Question

I am unable to access any of my apps on my school account because my MFA app is not working. I have tried everything and I have tried to get ahold of support to no avail. I am stuck in a loop where I have no MFA but need it to access everything. PLEASE HELP.

Answer 1

Dear Juliana Rojas1,

Greetings!

Thanks for reaching out to this community.

Based on your description, I understand you are unable access apps because of Microsoft Authenticator app/MFA.

I understand it could be frustrating when being locked out of your account. In this case, the best option is to reset MFA(multi-factor authentication) options for your account.

Since you are using a Microsoft 365 for School/Education account,

• If you are a normal user or if you are admin but other user 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 not sure who is your admin, can refer this How do I find my Microsoft 365 admin? - Microsoft Support).
• If you are the only admin, it is suggested to contact Data Protection team, because we are from community team and we are not authorized to access/reset any user/admin account. The Data Protection Team is the only support team to verify and reset the 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. Here are some tips and an example of a prompt to help you navigate the IVR more effectively: In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: IVR: What kind of problem are you concerned about? She: Authenticator. IVR: What kind of product do you use? You: Office 365 for business. IVR confirmation: education or company account? She: For companies IVR: Are you an administrator? You: Yes. IVR: Do you have the other administrator in your organization? You: No. IVR: Do you need a... Service request? She: Yes ->You can also refer to customer service phone numbers at Customer service phone numbers - Microsoft Support. You can also try the following conversation:
  1. Dial the phone number.
  2. IVR: "Welcome to Microsoft Support. Are you calling home or for business?"
     • She: "Business"
  3. IVR: "How can I help you today?"
     • You: "Support for data protection"
  4. IVR: "Do you already have a case number?"
     • You: "No"
  5. IVR: "Do you have an Access ID?"
     • You: "No"
  6. IVR: "Please hold while I transfer your call to the appropriate team."

If your account is Microsoft personal account (outlook.com/live.com/Hotmail.com/msn.com), please reply back to us, so we can involve personal account team for further assistance.

Thank you in advance for your understanding! Your patience and cooperation will be greatly appreciated. I hope all the best!