display not working so cannot retrieve code for authenticator app

Question

the device which i have my authenticator app on has a broken display meaning that i cannot access the code when trying to sign into my account. what should i do?

(this is a different account so i can contact you)

Answer 1

Hello Kris16TA,

Good day! Thanks for posting in the Microsoft Community. We are happy to assist you.

Based on your descriptionif your account is a Microsoft365 Work/School account and if you are an end user/if you are an admin but another user has admin rights, it is suggested to contact your admin and ask the admin to reset the Authentication method for your account. Admin can do it by following the Manage user authentication options. (if you are not sure who is your admin, can refer to this How do I find my Microsoft 365 admin? - Microsoft Support). 

If you are the admin only and can’t access your account due to an authentication issue, it is suggested to contact the Data Protection team, because we are from the community team and we are not authorized to reset any user/admin account. The Data Protection Team is the only support team to check and reset accounts. To find the contact number of the Data Protection team, please check Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn or Global Customer Service phone numbers - Microsoft Support.

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

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

Sincerely,

Simbarashe | Community Moderator.