problem in logging into work account

Question

I have a Microsoft work account which was linked to an Microsoft authenticator app.

I lost the phone and hence now don't have access to authenticator app.

fortunately i had access to the account on one of my laptops but, while trying to enable the authentication on my phone, I change the password of my account. Now I lost complete access to my accounts from all my devices.

Whenever I am trying to login on any of the devices, it is asking for a code from authenticator that I don't have access.

Answer 1

Hi @Rajender Mohata,

Thank you for posting your question in the Microsoft Q&A forum. I’m sorry to hear that you’re having trouble accessing your work account due to the Microsoft authenticator app.

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. Because your new device has not yet been configured with the Authenticator, you are currently unable to access your account. As a result, the sign‑in process continues to rely on the previous device, which prevents you from completing authentication.

In the meantime, you may still have been able to access the account on one laptop because it already had an active, trusted sign‑in session. These sessions can sometimes remain valid without immediately prompting for MFA. However, after you changed your password, those sessions were likely invalidated for security reasons. As a result, when you attempted to sign in again, MFA was required, and access was blocked because the authenticator was still associated with the lost device.

With that in mind, please follow the steps below to regain access.

Please note that the options below are separate and alternative approaches, not steps to be followed consecutively. If one option does not apply to your situation, you may proceed to the next.

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Option 1: Contact your IT admins

If you are either an administrator or an end user within an organization, please contact the organization’s IT administrators, as they can assist with resetting the Multi‑Factor Authentication (MFA) for the account. You may also share with them the guidance provided in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting MFA settings and restoring access to the account.

 

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Option 2: Contact Microsoft Data Protection Support by phone (Please proceed with the third option if contacting phone support is not applicable to your situation)

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. You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support.

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.   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:      

IVR: What kind of problem are you concerned about?   

You: 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.

IVR: Do you need a... Service request?

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

 

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Option 3: Create a new tenant to submit a support ticket

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.    

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

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.     

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 your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt: 

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA. 

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant. 

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process." 

Ticket Support: In the Microsoft 365 admin center > Support > Help & Support.

 

It is important to note: Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

I hope this helps you regain access to your account 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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Answer 2

If you have lost access to your Microsoft Authenticator app and are unable to log into your work account due to the multi-factor authentication (MFA) requirement, here are some steps you can take to regain access:

1. Contact Support: Since you are the sole administrator of your Microsoft account, you will need to contact the Microsoft 365 Data Protection team for assistance. You can reach them at the support hotline or through the Microsoft support website. Explain your situation, and they should be able to help you reset your MFA settings.
2. Use a Backup Method: If you had set up any backup verification methods (like a phone number or email), try using those to receive a verification code.
3. Create a Trial Account: As a workaround, you can create a trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket requesting help from the Data Protection team regarding your original account.
4. Follow IVR Prompts: When calling support, follow the prompts carefully to ensure you reach the right department. You may need to indicate that you are a business user and that you require technical support.
5. Escalate the Issue: If you have difficulty reaching a support agent, ask to escalate your issue to a duty manager who can assign an engineer to assist you.

These steps should help you regain access to your account and reset your MFA settings.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A