Authenticator problem

Question

Hello,

I changed my mobile and I don't have anymore access to my old one whose content has been deleted.

When I try to sign in in Outlook/Teams for the first time it opens the Authenticator asking me to insert the code received on the Authenticator itself...

Which, of course, I don't get it.

If, at that point, I choose to use a different method to receive the code using my email I receive the code (always in the authenticator app) but when I go back to re-do the procedure the ode is not valid.

It's a dog-tail loop from where I'm not able to exit.

Could you please help?

thanks

Answer 1

Hello Romano Gennaro (F4E),

Greetings! Thanks for posting in the Microsoft Community!

Based on your description, I understand that you have lost access to your account due to the Authenticator issue.

If you are using Microsoft business/education account which is assigned by your organization

Since you have changed your phone and do not have access to Authenticator now, it is suggested to contact your administrator and ask the administrator to reset the authentication method for your account. The administrator can do this by following the Manage user's authentication options. (If you're not sure who your admin is, you can refer to this How do I find my Microsoft 365 admin? - Microsoft Support).

 

If you are the only administrator and cannot access your account due to an authentication issue, 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 - Microsoft Support phone numbers.

Depending on your country or region. For some countries, when calling the support number, while there will be about 30 seconds opening like something "you can visit link...." But you can ignore this opening and wait until the option, so "1" as a business email user, "1" again for tech help.

For some countries, it will be an automated conversation like: First, when you call the hotline, and it will ask what kind of problem you are concerned about.

Answered: authenticator.

A: What kind of product are you using?

B: Office 365 for business.

A confirmation: education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Do you have the other administrator in your organization?

B: No.

A: Do you need a.... Service request?

B: Yes

->You can also refer to phone numbers in Global Customer Service phone numbers - Microsoft Support

If you are using Microsoft personal account which is ended with outlook.com/hotmail.com/live.com/msn.com.

I kindly request you to raise your issue with our dedicated Microsoft Authenticator team via this: Microsoft Authenticator - Microsoft Q&A. They have extensive experience and vast knowledge in handling such matters and will be able to provide you with the most effective guideline.

If there is any update or I misunderstand you, please feel free to let me know. I will continue to assist you. Your understanding and co-operation are highly appreciated.

Thanks for your precious time. Have a nice day！

Sincerely,

Nafis Iqbal Shuvo