MFA authenticator app

Question

in app , o am not receiving code for verify in my new device.

Answer 1

Hello Barrie,

Good day! Thank you for posting to Microsoft Community. We are happy to assist you.

Based on your description, I understand that you have lost access to your account due to the Authenticator issue.

If you are using Microsoft business/education account which is assigned by your organization: Based on your given description, it is suggested to contact your administrator and ask the administrator 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're not sure who your admin is, you can refer to this How do I find my Microsoft 365 admin? - Microsoft Support.

If you are the only administrator and cannot access your account due to an authentication issue, 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. To find the Data Protection team's contact number, see Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft LearnorCustomer service phone numbers - Microsoft Support phone numbers.

During the phone call, 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

Please kindly 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."

If you are using Microsoft personal account which is ended with outlook.com/hotmail.com/live.com/msn.com.

For questions specifically related to multi-factor authentication, I recommend posting your concerns in the appropriate community. You can find expert support in the "Microsoft Authenticator" section under Microsoft Authenticator - Microsoft Q&A. Experts in this category have extensive knowledge of multi-factor authentication and can provide customized solutions to unique problems.

You can also check the MS FAQ - Microsoft Authenticator FAQs - Microsoft Support

If there is any update or I misunderstand you, please feel free to let me know. I will continue to assist you. Your understanding and co-operation are highly appreciated.

Thanks for your precious time. Have a nice day！

Sincerely,

Nafis Iqbal Shuvo