authenticator login out

Question

Hi, I need to remove the authenticator from my account but I don't have the option to get the code... How can I unlink it from the account...?

Answer 1

Hello Alvaro Vaidivia:

Welcome to the Microsoft Community. I am glad to help you with this question :)  

From your description, sorry to hear that you have experienced some Authenticator issues.  

If you are an end user or if you are global admin but other user has admin rights, it is suggested to contact your admin and ask admin to re-register the Authentication method for your account. Admin can do it by follow Manage user authentication options. 

If you are the only global admin and could not change the authenticator to login to admin portal without the code,

You have to contact Microsoft phone support team for your issue and ask them help you create a Data Protection/Authenticator case through below hotline link. 

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2#ID0EBBD=signinorgid 

The above process may give some challenges, but you will need to call several times. After you could create a case, you need ask them transfer to Data Protection team, it may also take several days to contact you. 

They will help you check your administrator account and help you rest your authenticator method.

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:  

IVR: Do you accept recording?    

You: Yes pick1, No pick2 

IVR: Do you use Family subscription or Business subscription?  

You:  Business subscription.  

IVR confirmation: What is your problem?  

You: Authenticator issue 

IVR: What is your product? 

You: Microsoft 365(Three sixty five) business standard. 

IVR: Reason for calling?  

You: Authenticator issue  

IVR: Do you have existing case number?  

You: No 
IVR: Can you access your account ID? 

You: No 
IVR: Do you accept connecting to your account now? 

You: Yes 

If IVR didn't ask for connecting to your account now, you could repeat "I need human services". 

Then you will be redirected to the human service on the phone. 

For further assistance as we have separate community, it is suggested to kindly post your query to the Authenticator community support Microsoft Authenticator - Microsoft Q&Aif you try the resolutions above but do not fix the issue, or if you are using a personal account. 

Thank you so much for your precious time. 

Best regards,

Quang - MSFT | Microsoft Community Support Specialist