Unable to authenticate Microsoft Authenticator

Question

I used a translator for the contents below.

Microsoft Authenticator authentication is not being performed because the cell phone that was registered for authentication has not been backed up.

How should we proceed?

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Moved from: Microsoft Teams | Development

Answer 1

If you are unable to authenticate using Microsoft Authenticator because the registered phone has not been backed up, you may need to consider the following steps:

1. Check Backup Options: Ensure that your phone's backup options are enabled. This may include backing up your app data to a cloud service.
2. Use Alternative Authentication Methods: If you cannot access the Authenticator app, consider using another authentication method such as receiving a verification code via SMS or a phone call, if those options are available.
3. Reset Authenticator: If you have access to your account through other means, you might want to reset your authentication settings. This could involve removing and re-adding your account in the Authenticator app.
4. Contact Support: If the problem persists, you may need to reach out to your organization's IT support or Microsoft support for assistance in regaining access to your account.

It's important to ensure that your authentication methods are always backed up to prevent such issues in the future.

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References:

• Troubleshooting phone options
• Microsoft Authenticator issues

Answer 2

Dear @AH NO, 

Good day! Welcome to Microsoft Q&A forum! 

Based on your description, I understand that you’re unable to authenticate with Microsoft Authenticator because the phone originally used for authentication wasn’t backed up, and you’re looking for guidance on how to proceed.

I sincerely apologize for the inconvenience caused by this issue.

To understand the situation better and provide you with the most suitable support, could you confirm the following information: 

• Are you an end-user or an admin (if you're an admin, are there other admins or you're the only admin) of your organization?

Your confirmation would be very helpful in ensuring you receive the most suitable support!

Regarding your situation, Microsoft Authenticator isn’t working because the phone that originally held your authentication data wasn’t backed up. Without a backup, the app can’t restore your sign‑in information on a new or reset device, which leads to you being locked out.

If you're an end-user, please reach out to your IT administrator for assistance. If you’re unable to sign in due to a phone change, a new phone number, or issues receiving your authentication code, your IT administrator can help by updating your authentication methods or revoking and re-registering your authentication.  

Please note 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.  

For detailed guidance, ask your IT administrator to review the step-by-step instructions provided in the referenced article: Manage user authentication methods for Microsoft Entra multifactor authentication

Here's how to find your IT Admin: How do I find my Microsoft 365 admin? (please also kindly reach out to your colleagues, managers, etc. to see if they have the IT department contact)

If you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset. 

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. 

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 (Scroll down for Business users)

In some countries, this is an automated conversation: 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 

(Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. During peak hours, there might be high call volumes, so we kindly ask for your patience as we work to assist everyone as quickly as possible)

As an alternative, you can create a new tenant account and submit your request from there.    

To set up a new tenant, please follow these steps: 

• Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.    
• Follow the guided setup process to create a new account for a new tenant. 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In the ticket's description, you could refer to this message "Hello,

I am currently locked out of my Microsoft 365 tenant because multi-factor authentication is enforced, and I am unable to complete the verification process. I am the only global administrator for this tenant, which means I cannot access my account or the Microsoft 365 Admin Center.

To resolve this, I have created a new tenant and would like to be connected with the Data Protection Team to verify my identity and assist with regaining access. I am available to provide any required documentation or verification to support the recovery process."

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at: https://admin.microsoft.com/#/support/requests   

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

Note: After creating the support ticket, please kindly let me know the ticket number so I could also track its process to help you regain access to your account/tenant.

I'm here and happy to help.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful. I appreciate your time and look forward to hearing how things are going! 

Thank you for your time and patience.

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