Lost connection with Microsoft Authenticator

Question

I have a Windows 365 cloud PC account that has lost its connection with Microsoft Authenticator. It still shows up in the Authenticator app, but when I try to log into the account, at the point where it gives me the code to type into the Authenticator app, nothing happens on the app. If I click the link that says “I can’t use Microsoft Authenticator right now,” I’m prompted to enter the code displayed on the Microsoft Authenticator app (which…sounds like you have to be able to use the Authenticator app even if you literally can’t use the app).

I’m currently being charged for this account and there’s nothing I can do about it without being able to log into the account to cancel my payment. I can’t request help because I have to be able to log into the account in order for the helpdesk to be able to offer remote assistance. All they could do was refer me to someone else, who said there wasn’t enough evidence to do anything and closed my enquiry.

Answer 1

Hello Amy,

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to login and make changes in your tenant.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

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Answer 2

It seems that you are experiencing issues with Microsoft Authenticator while trying to log into your Windows 365 cloud PC account. Here are some steps you can take to resolve the problem:

1. Check Network Connection: Ensure that your device has a stable internet connection, as connectivity issues can affect the functionality of the Authenticator app.
2. Update the Authenticator App: Make sure that the Microsoft Authenticator app is updated to the latest version. An outdated app may cause issues with authentication.
3. Reinstall the Authenticator App: If the app is still not functioning properly, consider uninstalling and then reinstalling the Microsoft Authenticator app. This can help resolve any underlying issues with the app itself.
4. Use Backup Codes: If you have backup codes saved from when you set up two-factor authentication, you can use those to log in instead of relying on the Authenticator app.
5. Contact Support: Since you mentioned that you cannot access your account to request help, try reaching out to Microsoft support through other means, such as via their official support website or social media channels. They may have alternative ways to verify your identity and assist you.

If these steps do not resolve the issue, you may need to wait until you can access your account or find another way to contact support for further assistance.

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References:

• Fix authentication issues in Microsoft 365 apps when you try to connect to a Microsoft 365 service
• Troubleshoot issues with the Windows 365 app