Help with Authenticator

Question

I need to speak to someone about getting past authenticator or setting it up again a new phone. I have gone through all avenues and numbers to call but they report be back to the pro support page which tells me I cannot lodge a case because the account is not supported.

Answer 1

If you are having trouble setting up the Microsoft Authenticator on a new phone or getting past the authenticator, you may need assistance from an admin. If you have lost access to your authenticator app or are unable to set it up again, consider the following steps:

1. Ask another cloud services admin to reset your Multi-Factor Authentication settings. They can do this by signing into the cloud service portal and managing user settings.
2. If you are the only global admin on the account, you may need to contact the Azure Data Protection team for assistance.
3. If your company does not have a global admin, reach out to the Microsoft 365 Data Protection team for help with password resets or MFA settings.

If you continue to face issues, it may be beneficial to find the appropriate contact at Microsoft support for further assistance.

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References:

• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• Troubleshoot sign-in issues and account access problems