Authenticator is sending a verification code to a wrong number which not on the profile anymore

Question

I am trying to log into Microsoft and I can't get the code because authenticator is sending it to the old number which has been removed.

Answer 1

Dear Godfrey Mokgosi, 

Welcome to the community! 

I understand that technical issues can be frustrating, and I’d love to help you resolve this. Before giving you the best solution, could you please confirm these questions below to help me diagnose the issue more effectively.      

• Are you the admin in your company?
• If yes, are you the only admin or there are other admins in your company?

Related to Authenticator app, in order to regain access to your account, if you are user, I recommend you contact IT admin/Global admin to raise a request for resetting your authentication method in Entra admin center by following these steps:   

1. Revoke MFA sessions and require re-registration in Microsoft Entra admin center

• For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

1. If the issue still persists, the most efficient solution would be to contact Microsoft’s support team directly.

Note: If you're a user, ask your administrator to follow these steps. 

• Create a support ticket from Microsoft 365 Admin Center>Support>New Service Request. Admin can raise support ticket from https://admin.microsoft.com/#/support/requests.
• For reference:  Get support | Microsoft Docs

Note: Please understand that as forum moderator, I don’t have access to the backend systems to troubleshoot this effectively due to privacy and security constraints.

I hope this information is helpful. If you have any difficulties when trying these methods or the issue still persists after completing the above, feel free to reach out, and we can further investigate the problem together.  

Thanks for your patience and understanding so far.  

If my answer is helpful, please mark it as an answer, which will definitely help others in the community who have similar queries to find solutions to their problems faster.         

Looking forward to hearing from you.    

Best Regards,        

Vivian - MSFT | Microsoft Community Support Specialist

Answer 2

Hello Godfrey Mokgosi, 

Just following up to see how things are going, your updates would be greatly appreciated! If you have any difficulties, please do not hesitate to contact us.

Looking forward to hearing from you. 
Best regards, 

Vivian - MSFT | Microsoft Community Support Specialist