Can't connect with Microsoft authenticator

Question

I have a professional Microsoft account, and to connect I need to use the Microsoft authenticator app. But since I reset my old phone I couldn't receive the code. After that I change my phone but keep the same number, but I shouldn't work either. I try on the app to set up a new way to connect and prove my identity. But when I click on the menu It brings me to a Microsoft page to connect myself using the Microsoft authenticator app ONLY. I try multiple thing but in all the situation I have to connect myself with the code. And if I successfully connect myself as I have a professional account I don't know if I have access to the Microsoft main site anyway.

Answer 1

Hi Mirai Kuriyama

Welcome to Microsoft Q&A forum 

I understand you're having trouble signing into your business Microsoft account because of the authenticator app. You can try my suggestion to help you access your account: 

If You Are a Regular User 

You may need to re-register your MFA settings, which requires help from your organization's IT admin. Here’s what to do:   

1.Contact Your IT Admin: If you’re unsure who your admin is, check  How do I find my Microsoft 365 admin? - Microsoft Support 

2.Ask Your Admin to Reset MFA:   

-Your admin should sign into the Microsoft Entra admin center with at least Authentication Administrator privileges.   

-Navigate to Users > All Users, select your account, and go to Authentication methods.   

-Choose Require re-register of multi-factor authentication. This will disable your old MFA settings, prompting you to set up a new MFA method (like the Authenticator app on your new phone) at your next login.    

If You Are an IT Admin   

1.Check for Other Admins: If there are other IT admins in your organization, ask them to reset your MFA settings    

2.Contact Microsoft Support:   

-If you’re the sole admin, please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

-When prompted, specify:   

-In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.   

Answer: Authenticator.   

A: What products do you use?   

B: Office 365 for business.   

Verification: Education or company account?   

B: For companies   

A: Are you an administrator?   

B: Yes.   

A: Are there any other administrators in your organization?   

B: No.   

A: I need one.... Service request?   

B: Yes   

3.If Your Account Is Managed by a Partner/Reseller:   

-Contact your reseller’s support team to open a service request on your behalf.   

4.If Support Is Unreachable:   

You might consider registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans | Microsoft. This would allow you to create a new tenant following the provided prompts. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.    

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

If you need further assistance, please feel free to reach out with any updates. 

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