Accidently remove the Microsoft authentication app from my phone. So, can not login to Microsoft Azure account anymore. The account is business account and also admin role.

Question

Accidently remove the Microsoft authentication app from my phone. So, can not login to Microsoft Azure account anymore. The account is business account and also admin role. Please advise me to fix this issue.

Answer 1

Dear CHO NWE WIN

Thank you for joining the Microsoft Community.

Based on your description, I know the scenario you have encountered.

For that, I'm willing to help you, but since this is an admin account but this is a public website accessible to all customers, we lack permission, so we can't collect your private admin or account information for further assistance. For this reason, I sincerely suggest that you Get support - Microsoft 365 admin | Microsoft Learn.

Note: For the hotline, it is now an AI instruction to ask a question, you need to answer some questions to reach the support, better use some keywords like billing problem, account problem.

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account.

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

Thanks for your precious time. Have a nice day.

Sincerely

Katherine