cannot access into ADMIN account, authenticator app does not provide access code

Question

Could someone advise on the following problem please:

• I cannot access my ADMIN account as it requires a code from the authenticator app
• I recently changed phones and my ADMIN address does not appear on the authenticator app list
• Adding the address would require accessing the ADMIN section ... which in turn requires a code from the authenticator app ... it's a catch 22.
• The customer service chat seems to be only available once I log into the ADMIN section

Thanks

Answer 1

Dear Gudrun Wiegandt

Good day!

Thank you for contributing to the Microsoft Community.

Based on your "cannot access into ADMIN account, authenticator app does not provide access code" problem description, I understand that you are running into a problem accessing your admin account because of the authenticator app.

If your account is a Microsoft365 work or school account and you're not the online admin, we recommend that you contact another admin and ask them to reset the authentication method for your account. The administrator can do this by following Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn.

If you are the only administrator in your organization, as our forum is a public platform, we are not authorized or appropriate to collect account information from customers. In this situation, you can find Microsoft 365 business support phone numbers by Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn or Customer Service - Microsoft Support Customer service phone numbers - Microsoft Support to contact our support. Support will help you reset MFA. You will keep your account safe and secure.

Since we have a dedicated support team for questions related to Microsoft Authenticator, I would also recommend that you post your request about Microsoft Authenticator in the Microsoft Authenticator support forum - Microsoft Authenticator - Microsoft Q&A engineers who deal with Microsoft Authenticator and have extensive experience and resources can then help efficiently.

We believe that they would investigate the problem you encountered in depth and provide you with more professional support.

Thank you for your precious time and understanding, we would be very happy.

Thank you for your cooperation. Stay healthy!