Lost mobile device with Microsoft Authenticator app registered for corporate Power BI account

Question

Can enter correct password but can't complete 2FA step.

SMS OTP to registered phone fails: "Sorry, we're having trouble verifying your account. Please try again."

No identified Microsoft 365 tenant admin available.

Account info:

• Email: ******@cophanisf.onmicrosoft.com

Country: Vietnam

Request: Need guidance to reset Authenticator and register new device. Tried email support but seeking faster resolution.

Thanks for any help!

Answer 1

If you have lost your mobile device with the Microsoft Authenticator app and are unable to complete the two-factor authentication (2FA) step, you can follow these steps to reset your Authenticator and register a new device:

1. Contact Support: Since you mentioned that there is no identified Microsoft 365 tenant admin available, you can reach out to Microsoft support directly. You can create a support ticket without signing in by visiting the support page for Partner Center or Microsoft Entra.
2. Alternative Verification Methods: If you are unable to receive SMS OTPs, consider using other verification methods if they are set up. For instance, you might be able to use a backup email or another phone number if they are registered for your account.
3. Account Recovery: If you have access to your account settings through another method, you may be able to reset your authentication methods. This typically involves verifying your identity through other means.
4. Re-registering the Authenticator App: Once you regain access to your account, you can download the Microsoft Authenticator app on your new device and register it again for your corporate Power BI account. Make sure to follow the setup instructions provided by your organization.
5. Check for Blocked Numbers: Ensure that your phone number is correctly registered and not blocked on your device. Sometimes, issues with receiving SMS can be due to carrier problems or blocked numbers.

If you continue to have issues, it may be necessary to escalate the situation to Microsoft support for further assistance.

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References:

• Troubleshoot sign-in issues and account access problems
• Frequently asked questions about Microsoft Entra multifactor authentication