Access issue

Question

Hello,

I have an issue with the multifactor authentification as I have changed my phone. Dus I do not have access anymore to the code provided by the authontification application.

Could you please call me or deactivate the multifactor authentification so that I can create a new one ?

For you information, without this code I cannot go further and log on to my account.

Thanks in advance for your help.

Kind Regards,

Noureddine

Moved from: Microsoft 365 and Office | Access | For business | Other

Answer 1

Dear @Noureddine Fathy, 

Thank you for posting your question in the Microsoft Q&A forum. 

According to your issue, I understand you are unable to get the two-factor authentication (2FA) code from the Microsoft Authenticator app after switching to a new device. Here are a few suggestions that may help resolve the issue:  

• If you still have access to your previous phone, try opening the Authenticator app there. You may be able to retrieve a verification code or approve the sign-in request.   
• Use an alternative verification method: select “I can’t use my Microsoft Authenticator app right now.” This may allow you to verify your identity via SMS or email, assuming those backup methods were previously set up.  

If the above methods don’t work, may I ask that are you an end-user account or Global Admin account in your tenant? 

In this case, you can refer to the two scenarios below. 

Scenario 1: End User 

Please kindly help me contact your organization’s IT/Global Admin and ask them to reset your MFA from the Microsoft Entra admin center. Specifically, they should: 

• Require you to re‑register MFA, and 
• Revoke existing MFA sessions, then have you sign in again to re‑set up the Authenticator app on your new device. 

References (for your admin): 

• Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID …    
• If you’re unsure who the Global Admin is within your account's organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support 

As general Microsoft Support, we do not have administrative access to change tenant MFA settings - your organization’s admin needs to perform the reset. 

Scenario 2: You are a Global Admin 

If there’s another Global Admin in your tenant, please ask them to require re‑registration for MFA on your account and revoke MFA sessions, then sign in and re‑enroll Authenticator. (follow to scenario 1) 

If you are the only Global Admin and completely locked out: 

You might need to contact Data Protection Team via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to reset your MFA. The biggest goal is to get past the IVR (automated system) to a live agent and emphasize this critically important security factor. Please try this script, speaking loudly, clearly, and patiently waiting for the machine to respond. 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  

If you still cannot reach to agent, there is still a workaround, 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 trial tenant following the provided prompts. Once set up, you can access the admin console of the trial tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.  

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

As a moderator, I do not have the tools to deep dive into your account. This is because Microsoft's data security protocols are very strict, and only Data Protection Team is equipped with the necessary tools to investigate your specific tenant.  

If anything is unclear or you get stuck on a step, please feel free to reach out. I’ll guide you further. 

Looking forward to your response! 

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