Multi Factor Authentication

Question

I recently created email addresses for the three people in our office using our domain name. I have to set everything up and manage the accounts. The multi-factor authentication app that is required has two out of the three people now completely locked out of their email accounts with no way to gain access and change our security settings. I need help - PLEASE! I have been trying to resolve this for almost a week. remove PII image file

Answer 1

Hi @Office,

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

To begin with, I’m sorry to hear that your users’ accounts are locked due to issues with the Microsoft Authenticator app.

To help your users regain access to their accounts, here are the steps you can follow:

Please note that you will need an account with either Authentication Administrator or Global Administrator permissions to complete these steps.

1/ Sign in to the https://admin.cloud.microsoft/.

2/ Once signed in, scroll down then click on "Show all".

3/ Then click on "Identity". This will lead to the Entra admin portal.

 

4/ Once you are in the Entra admin center, you can follow the steps outlined in the Microsoft documentation to reset their MFA settings Manage user authentication methods for Microsoft Entra multifactor authentication.

After you reset their MFA settings, the next time they sign in to their accounts, they will be guided through the process of setting up the Microsoft Authenticator app again from the beginning. This includes scanning a QR code, which will reconfigure their authentication method and allow them to access their accounts as normal.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this helps resolve the issue quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.

Thank you for your kindness and contributions to the forum.

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