If Authenticator does not function, shouldn't you just discontinue it?

Question

If Authenticator does not function, shouldn't you just discontinue it?

Isie B 0

Sharing following experience regarding the authenticator app. There is no identified cause for why authenticator is not functioning. Only able to successfully attempt to access support persons by logging into a separate Microsoft account, after which I was able to access 'chat' through the dedicated sales page that doesn't assume current customer status and prompt for admin login before even able to access any communication with Microsoft. The chat agent could not assist after understanding the issue, only refer me out to options which have been unsuccessful due to needing access to the admin account. The chat person successfully extended a call for transferring to 'correct person' .. The call transfer resulted to another call transfer. No one in that extended effort was able to assist because 'case number doesn't exist' , an internal issue that should be promptly resolved in order to provide assistance for a product that takes regular payment. If no case number even exists because I have not been able to even access the account to log in and create one, and not all Microsoft employees are equipped to create a case number, Microsoft is yet aware of the request for support due to the contact form message I submitted 2 Oct, 2025 via info.microsoft.com/ww-landing-microsoft-365-contact-me.html . This submitted question is now another documented notification for an issue Microsoft has yet to even address for a product they receive ongoing payment for. Do you wonder about discontinuing the authenticator app and making support accessible to your customers?

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Answer 1

Jade Ng 12,980 Microsoft External Staff Moderator

Dear @Isie B,

Thank you for posting your question in the Microsoft Q&A forum!

According to your description, I understand that you’ve been having quite a difficulty experience with the Authenticator app and trying to get support.

First of all, I want to begin by sincerely apologizing for the frustration and inconvenience this issue has caused you. I truly appreciate your patience during this time and thank you for bearing with us.

For better assist, please kindly let me know. May I kindly ask:

Are you using a business or personal account?

If it's a personal account, I sincerely recommend you reach out to Microsoft personal support.

Go to https://support.microsoft.com/contactus
Choose Office > Get home support

Do you wonder about discontinuing the authenticator app and making support accessible to your customers?

You can use the code sent via email or SMS instead.

If it’s a business account, please contact your IT admin to disabled MFA in Microsoft Entra admin center

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Please feel free to reach out if you have any questions or need further clarification.

Your understanding and co-operation are highly appreciated. I am looking forward to your response!

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Kai-Ex 1,480 Reputation points Microsoft External Staff Moderator

2025-10-06T02:23:53.4+00:00

Good day @Isie B, I hope you're doing well. I'm not sure if my explanation was unclear in any way. If anything didn’t make sense, please feel free to reach out. I'm still here to support you, so no worries at all.
Jade Ng 12,980 Reputation points Microsoft External Staff Moderator

2025-10-09T03:59:44.27+00:00

Dear @Isie B,

I hope this message reached you.

This is my second time reaching out to check if your issue has been resolved. I really want to make sure your experience is as smooth as possible. If your issue persists or if you encounter any new difficulties, please share more details about the current steps you are taking. I am always happy to assist you whenever you need.

While waiting for your response, I will also be monitoring other customer questions on the forum to assist them. If you have any further questions or updates, please tag (@Jade Ng) in the reply so I can assist you more promptly and thoroughly.

I look forward to hearing from you soon.
Isie B 0 Reputation points

2025-10-10T03:38:18.9033333+00:00

How do you remove authenticator as an admin on a business account if there is only one admin, and they don't have access to the account because of authenticator?
Jade Ng 12,980 Reputation points Microsoft External Staff Moderator

2025-10-10T04:54:03.79+00:00
Dear @Isie B,

Thank you for your response!

In this case, you can try set up a new trial tenant and submit your support request:

Visit the Microsoft 365 Enterprise Plans page: Go to https://www.microsoft.com/en-us/microsoft-365/enterprise/office-365-plans-and-pricing?msockid=1e6dda064f786f13148dcc864e226e83

Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.

Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.

Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.

Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."

Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:

Your administrator account email address for the locked tenant.

The domain name of your locked tenant.

Any error messages you are receiving.

Details about the authentication issues you are experiencing.

Confirmation that you are the administrator of the locked tenant.

7.Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.

Important notes:

This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.

Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.

The resolution time might be longer as you are contacting support from a different tenant.

Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.

Thank you for your patience and understanding. We appreciate your continued trust.

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If Authenticator does not function, shouldn't you just discontinue it?

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