recovery code microsoft authentiI changed my cell phone and lost access to Microsoft Authenticator. I have the password but I don't know how to recover it.cathor

Question

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I have an Office 365 account that manages all my licenses. I have the login and password, but I lost access to Microsoft Authenticator and I don't have the recovery code. I need to manage my licenses. Is there a procedure to recover them?

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Answer 1

Dear Alex,

Thank you for reporting this issue with Microsoft Authenticator. Below is a step-by-step solution tailored for your education account.    

Immediate Admin Solutions   

Option 1: Reset MFA via Admin Center (Browser Cache Method)   

You can make a Temporally Admin account and reset the MFA on your primary account by following these instructions if you can still access Microsoft 365 Admin Center through the cache of your browser. As an alternative, you can follow the identical instructions below to request that the administrator reset your authentication method.     

1 – Navigate to Microsoft 365 Admin Center, you can click Identity at the sidebar   

Microsoft 365 Admin Center website: Microsoft 365 admin center   

It will lead you to Microsoft Entra Admin Center (Microsoft Entra - Microsoft Entra admin center)   

Select Users   

Click All users   

Click on to the affected account name (your account)   

For example:   

2 – Select "Authentication Methods"    

3 – Click "Require re-register multifactor authentication"   

Next time the user sign in, the system will require them to set up a new authentication method. By using this, the affected user can re-set up the right authentication method      

Option 2: Contact Microsoft support via phone  

For sole admins with no access:    

Phone Support: Microsoft provides customer service phone numbers based on your region. You can find the appropriate contact number here.   

Option 3: Emergency Tenant Creation   

As an alternative, you can create a new tenant account and submit your request from there.    

To set up a new tenant, please follow these steps:    

1.Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.    

2.Follow the guided setup process to create a new account for a new tenant.  

Once your tenant is created, you should be able to access the support portal and submit your ticket without further issues  

Ticket Support: In the Microsoft 365 Admin Center>Support>Help & Support. You can raise support ticket   

https://admin.microsoft.com/#/support/requests   

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.   

Best regards,   

Clover-L - MSFT | Microsoft Community Support Specialist.

Answer 2

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This is the problem, because I can't log into the account with access to the 365 admin, it asks for the authenticator code.

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Answer 3

Hi,

Welcome to Microsoft community.

You can try the Microsoft Account Recovery Form:

Microsoft provides a dedicated recovery form for situations like yours.

You can access it here: https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42.

Jose R.

Microsoft Community Support.

Answer 4

Dear Alex Ribeiro7, 

Thank you for your response,

Since you're unable to access the Microsoft 365 Admin Center because of the MFA requirement, the steps I previously shared (Option 1) unfortunately won't be applicable in your current situation. 

Here are your next best options: 

Option 1: Contact Microsoft Support Directly 

If you're the only admin and locked out, please contact Microsoft Support by phone. Our support agents can verify your identity and help reset your authentication method. 

You can find the correct phone number for your region here: Global Microsoft Support Phone Numbers 

Option 2: Emergency Tenant Creation (Workaround) 

If you're unable to reach support directly, you can create a temporary tenant to submit a support request: 

1. Visit: Compare Office 365 Enterprise Pricing and Plans | Microsoft 365
2. Choose any plan and click Try for free.
3. Complete the setup to create a new tenant.
4. Once inside the new admin center, go to: Support > Help & Support 
   Submit a Support Request
5. Clearly explain that you're locked out of your original tenant and need MFA reset assistance.

Important: Don’t forget to cancel the trial subscription once your issue is resolved to avoid any charges. 

Please let me know if you need help with any of these steps. I’m here to assist you through the process. 

Best regards, 

Clover -L - MSFT | Microsoft Community Support Specialist