Authenticator doesn't work

Question

Hi,

If I want to login, the system asks for the authenticator app code. I don't have that, because my account is not connected to my authenticator app. I can't change it, because either way I need the authenticator app. How can I login without the authenticator app?

Answer 1

Thank you. I Will try that. I’ve already called several times. I get a link to chat, but I can’t use it, because you have to login with the authenticator. But I will try again with your tips.

Answer 2

Manay thanks for your kind response,

Based on your response, I understand your query here, but since your query is related to the administrator account and we belong to the Microsoft Community website, our forum is open to the public. In addition, we have limited resources and permissions to investigate scenarios related to the admin account. If you are the only administrator of your organization, the administrator account is relevant to the security of your organization, we value the security and privacy of your organization. For your query, we sincerely recommend that you contact our dedicated data protection support team directly by phone. Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn. They are the only responsible and privileged support team for admin account related query. During the phone call, you will need to provide your subscription information, such as: your company name, billing information, phone number, secondary email address, etc. Therefore, our data protection team can help you reset your multi-factor authentication, and once reset, you can add your account back to your authenticator app and set it up from scratch or choose a different authentication method to log in to your account.

Here are some tips and a sample prompt to help you navigate the IVR more efficiently:

In some countries, this is an automated conversation like: First, when you call the hotline, you will be asked the following question:

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What type of product do you use?

You: Office 365 for business.

IVR confirmation: training or company account?

You: 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?

You: Yes

->You can also refer to 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 on business?
   • You: "Business"
3. IVR: "How can I help you today?"
   • You: "Data protection support"
4. IVR: "Do you already have a file number?"
   • You: "No"
5. IVR: "Do you have an access ID?"
   • You: "No"
6. IVR: "Please wait while I transfer your call to the appropriate team."

Thank you for your precious time and kind understanding. Have a nice day.

Sincerely,

Libeamlak | Microsoft Community Moderator

Answer 3

Hi Libeamlak, Thanks for your reaction. I have a 365 business account. It's an admin account, the only one. So there is no other way to login.Sincerely,Marieke Groen

Answer 4

Dear Marieke Groen,

Good day! Thank you for posting to Microsoft Community.

I'm sorry to hear that you're having trouble accessing your account. To understand the issue and provide possible solution, May I please double confirm if you are using a Microsoft 365 business email account or a Microsoft personal account such as outlook.com, hotmail.com or live.com?

If you are using a Microsoft 365 business email account, May I please double confirm if the account in question is an admin account or and end user account?

If it is an admin account, May I please double confirm if the account in question is an only admin account or other user has admin privilege in your organization?

I look forward to your response. Kindly note that the above requested information is required for further analysis and troubleshooting of your situation. Your patience and cooperation are much appreciated.

Thank you for your precious time. Have a nice day.

Sincerely,

Libeamlak | Microsoft Community Moderator