how to reset multi factor authenticator app as notw orking

Question

How to reset Microsoft MFA when it is not working, it is asking for a code to enter

This question is related to the following Learning Module

Answer 1

To reset your Multi-Factor Authentication (MFA) when it is not working, you will need to contact Product Support. They can reset your MFA account for you. Once the reset is completed, you will be prompted to set up your MFA account again the next time you successfully sign in to a Microsoft Advertising Digital Platform application with your username and password.

It's important to have an MFA authentication app (like Google Authenticator or Auth0 Guardian) installed on your mobile device as long as you need to access applications that require MFA. If you have deleted the app, you will also need to request a reset from Product Support.

---

References:

• Microsoft Invest - Troubleshoot Multi-Factor Authentication (MFA)
• Microsoft Curate - Single credential login and multi-factor authentication FAQ

Answer 2

Dear @Jodie Marwick,

Thank you for reaching out to the Microsoft 365 Q&A forum community. I understand you’re experiencing issues with your Multi-Factor Authentication (MFA) app and are unable to sign in because it’s asking for a code. 

As a member of the community support team, I’m limited in my ability to access or make changes within your administrator account. For security and privacy reasons, only Microsoft’s dedicated support team has the necessary tools and authorization to assist with account-level issues such as resetting or troubleshooting deep within your account.  

The correct solution depends on whether you are an administrator for your organization. Please follow the guidance below. 

Option 1: If You Are a User (Not an Administrator) 

For security reasons, you cannot reset your own MFA. You must contact your company's IT support or Microsoft 365 administrator. 

• Request that they "Reset MFA" or "Require Re-register MFA" for your account. 
• In the Entra admin center, an administrator can set user accounts to require re-register of multi-factor authentication (MFA).   
• If you need help finding your admin, please see: How do I find my Microsoft 365 admin? - Microsoft Support 
• Please have your administrator follow the steps shown in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

 

Option 2: If You Are the Only Administrator 

1. Contact Microsoft Support by Phone   If you are unable to access the Microsoft 365 admin center, you can contact Microsoft Support directly.   Find the appropriate phone number for your region here: Customer service phone numbers - Microsoft Support   To help you navigate the automated phone system (IVR), here’s an example of how the conversation might go:  
   • IVR: What kind of problem are you concerned about?  
     You: Multi-Factor Authentication (MFA) 
   • IVR: What kind of product do you use?  
     You: Office 365 for business  
   • IVR: Education or business account?  
     You: For business  
   • IVR: Are you an administrator?  
     You: Yes  
   • IVR: Do you have another administrator in your organization?  
     You: No  
   • IVR: Do you need a service request?  
     You: Yes  
   This should help you get connected to a live support agent who can assist you directly.  
2. Create a Temporary Tenant to Submit a Support Ticket  
   • Visit Microsoft 365 Business Standard—Free One-Month Trial | Microsoft 365  
   • Select any plan and click Try for free. 
   • Complete the setup to create a new tenant.  
   • Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests   

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.  
If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead. 
I hope the above information is clear. Thank you for your understanding and cooperation. Please let me know how it goes after trying the steps above. I’m here to help further if needed.  

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.