Reset MFA and Authenticator

Question

we bought microsoft 365 and reinstall AUthenticator. Now we cannot log in admin.

how to reset MFA ?

email: PII REMOVED

urgent.

Answer 1

Hello @Vu Nguyen,

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

I'm very sorry for the inconvenience you’ve experienced, based on the details you shared. You’ll need help from other IT admins in your organization who can help you with the reset (ask them to perform these steps). This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you are the only administrator in your organization, then you need to involve Microsoft data protection team. 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  

Please carefully follow this instruction to ask for Microsoft Data Protection team support:    

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.    

For some countries, it will be an automated conversation like:     

First, when you call the hotline, it asks what kind of problem you are worried about.    

Answered: authenticator.    

A: What kind of product are you using?    

B: Office 365 for business.    

A confirmation: education or company account?    

B: For companies    

A: Are you an administrator?    

B: Yes.    

A: Do you have the other admin in your organization?    

B: No.    

A: You need one.... Service request?    

B: Yes    

If your organization's Office 365 Business 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.    

The account recovery process involves a thorough review by the Data Protection Team, who must verify your identity and ownership of the account to ensure security and compliance. This can take some time depending on the complexity of the case and the volume of requests they’re handling. We kindly ask for your patience during this process. Rest assured, the team is working diligently to assist you, and your cooperation is greatly appreciated.  

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.    

I hope Data Protection team can successfully revoke your access. If you need any further assistance or need help on any process, please feel free to reply. I'm here to help!   

Thank you for your kindness and understanding so far!  

Best Regards.

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Answer 2

Hi Vicky,

Thanks for the answer.

Cannot do that Since when i sign in the Entra, it requires Authenticator to approve to log in. All the links always require Authenticator to verify for log in. But Authenticator re-installed, cannot use it for this.

Please advise another way to reset not relate to Authenticator

Answer 3

please ask your global team to reset my MFA.

registered email is PII REMOVED

Name: PII REMOVED.

Phone: PII REMOVED