Microsoft Authenticator App not working

Question

Hi,

I badly need help. I am acting admin of our Microsoft 365 for Business account and I cannot open our whole account. This is because the microsoft authenticator keeps popping up but it's not showing anything on my phone. Back story, the app got accidentally deleted in my phone during a data clean-up.

I'm trying to reach to a customer support but as I've said I cannot access our admin account. I'm currently using a personal account.

Answer 1

Wow, thank you for your response.

I will try this one and update you right away.

Answer 2

If you have an admin MFA issue then only phone support can help and ask them to escalate your issue to the data protection team. 

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?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: 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?

You: Yes

You also need to provide your subscription purchased information such as company name, billing information, phone number etc. See: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2