Regaining Access to Authentication Apps

Question

I facing an issue I’ve encountered with my authentication apps. Unfortunately, I have lost access to the device or method she used for multi-factor authentication (MFA), and i am unable to generate the required verification codes to access my Microsoft account.

Anyone face this issue before?

Answer 1

Hi @Kevin Tan
Thank you very much for your question at Microsoft Q&A.

According to this issue, may I have your confirmation that you were using Microsoft Authenticator for MFA process? Did you lose access to the device recently and it resulted in preventing from accessing your Microsoft Account?
The steps to do this are quite different depending on which type of Microsoft account you are facing.

1.If you are using personal Microsoft account (which end at @outlook.com, @hotmail.com, @live.com) then you could follow this instruction: https://support.microsoft.com/en-us/account-billing/i-can-t-sign-in-to-my-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735 or use another Microsoft account (if you don't have one - then you will need to create a new Microsoft account) to access to https://support.microsoft.com/en-us/home/contact?SourceApp=smcivr2 (please do not confuse this with your affected account as for now you are not having access to it).

2.If you are using business account (which ends at @domain.com) then you will need to check if you are having any other Global Administrator in your tenant - they should be able to help you reset MFA that you could register MFA again from scratch by following this article: https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options . If you are the only Global Administrator - then you will need to call to Microsoft phone support for assistance: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
The recovery process might take some time as there are also a lot of other customers who are facing the same issue with MFA.

I hope this information is helpful and you will regain your access as soon as possible. Please let me know if you have any further question.

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