authendicator issues

Question

I am trying to conect to my microsoft 365 account and as usual it asks for authenticator code. While i have change mobile phone the authenticator app doesn't send me a code and also it ask for authenticator code even the authenticator app on my phone.

I tried to contact microsoft call center and i didn't receive any response. I tried also to contact by outlook, they send me a link that in order to log in to support i need again authenticator code.

Also they still charging my bank account and i can't even stop this in order to open a new account

Answer 1

It sounds like you're facing multiple issues with the Microsoft Authenticator app and accessing your Microsoft 365 account after changing your mobile phone. Here are some detailed steps you can take to resolve these issues:

1. Reinstall the Authenticator App: If you haven't already, try uninstalling and then reinstalling the Microsoft Authenticator app on your new phone. This can sometimes resolve issues with the app not sending codes.
2. Set Up Your Account Again: After reinstalling, you may need to set up your Microsoft 365 account in the Authenticator app again. If you have access to your old phone, you can use it to transfer your account to the new device. Alternatively, you can log into your Microsoft account on a web browser and follow the prompts to set up the Authenticator app again.
3. Use Backup Codes or Alternative Verification: If you cannot access the Authenticator app, check if you have backup codes saved from when you set up MFA (Multi-Factor Authentication). These can be used to log in without needing the app. Additionally, you can select Other verification options when prompted for the authenticator code, which may allow you to receive a verification code via SMS or email instead.
4. Contact Microsoft Support Again: Since you mentioned difficulties in reaching Microsoft support, try to contact them through different channels. You can use the Microsoft support website, community forums, or social media channels. Explain your situation clearly, including the issues with the Authenticator app and your inability to access your account.
5. Account Recovery Process: If you are still unable to log in, you may need to initiate an account recovery process. Go to the Microsoft account sign-in page and select Forgot password? This will guide you through steps to recover your account using alternative verification methods.
6. Billing Concerns: Regarding the billing issue, once you regain access to your account, you can manage your subscriptions and billing information through the Microsoft 365 account settings. If you cannot access your account, make sure to inform support about the billing issue when you reach out to them.
7. Keep Your Recovery Options Updated: After resolving these issues, ensure that your account recovery options (like phone numbers and email addresses) are up to date to prevent similar problems in the future.

These steps should help you troubleshoot and resolve the issues you're facing with the Microsoft Authenticator app and your Microsoft 365 account.

Answer 2

Hi @leonidas effrosynidis,

Welcome to the Microsoft Q&A forum.Thank you for contacting us. I would like to provide the following information:

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, especially after changing devices or reinstalling the Microsoft Authenticator app. Since your new device has not been configured with the Authenticator yet, you are currently unable to access your account. The app is still linked to your previous device, which is why you are not receiving authentication codes.

Since you already reached out to the support team by phone but did not receive an effective solution, I would like to offer an alternative method:

You can create a trial tenant to submit a support ticket to Microsoft Technical Support. After you create the ticket, a live agent will proactively contact you and assist you with resetting MFA for your account.

https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-plans-and-pricing?msockid=0b383d9b8468649f297528d9851765ce

After creating the trial tenant, please follow the steps below to submit a ticket requesting MFA reset assistance and to turn off the auto-renew feature for the trial subscription:

How to create a support ticket:

1. Go to admin.microsoft.com using the account you just created.
2. Click Help & Support.
3. Enter the subject: “Need to contact the Data Protection team.”
4. Click Contact Support.
5. Choose your preferred contact method.

Once the system receives your ticket and assigns it to an agent, the agent will proactively reach out to you and help you reset your MFA.

How to turn off auto-renew for the trial tenant:

1. Go to admin.microsoft.com
2. Click Billing > Your Products
3. Select your subscription
4. Click Edit recurring billing > Off

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can continue working together to resolve the issue.

Thank you for your patience and understanding. If you have any questions or need further assistance, feel free to leave a comment on this post so I can continue to support you.

I look forward to hearing your response.

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