Reset Authendicator

Question

Hello,

I changed my Phone and tried to set up the Authendicator to my new one.

However, I had reset my old phone. I couldn't get the any code.

Please let me know what should I do to reset the Authendicator and set up to my new phone.

Thank you,

Best Regards,

Answer 1

Hi Kim Ted,

Hope you are doing well. Thank you for reaching out to the Microsoft Community. We are happy to assist you.

I'm sorry to hear that you're having trouble resetting your Authenticator due to the issue with your old phone.

May I know are you a Microsoft personal account user such as Outlook.com, hotmail.com, or live.com, or a Microsoft business/education account user?

If you are using a business account and you are one of the global admins of the tenant, you can reset authenticator in Microsoft Entra admin center. For more details, please check Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

If you are an end user or you cannot access your account/Entra admin center due to authenticator, please contact your administrator and ask the administrator 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).

Please note that as a community moderator, I have limited permissions and resetting the authentication method may require special permissions that are ONLY available to global administrator.

If you are the only administrator and cannot access your account, 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.

Please find support phone number for your country here: 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- 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."

Thank you for your precious time and your kind understanding. 

Sincerely,

Luckie Shi | Community Moderator.