Not able to sign in to my account in Microsoft Authenticator

Question

Hi, I re-downloaded the Microsoft Authenticator on my phone and ever since I am not able to sign it to my account with domain '@gosh.nhs.uk'. Whenever I try to log in to my account it does not ask me for my password but directly goes to the page to 'Approve the login session request' giving me a number and it says to open the authenticator app and approve the request but I cannot do this because in the first place I cannot log in. So, then I click on 'I cannot use my Microsoft Authenticator app at this moment' and when I click this it gives me the option to approve a request on the app (what I cannot do) and the other option is to use a verification code. I click this option hoping it will work but when I click the option of 'obtain codes' to get my code for the '@gosh.nhs.uk' domain and then introduce this as the code, it again gives me an error message. I really do not know what else to do as whatever I try I cannot move forward and my worry is that I need to reset my password in 2 days and I am not able to do so, so I would not be able to log in to my work laptop. Can you please help me? Should I reset my accounts? I can see this option on the app but it does say to only do this if the ICT department has told me to do so. Hope you can help. Many thanks!

Answer 1

It sounds like you're experiencing a common issue with the Microsoft Authenticator app, particularly when trying to log in without access to the app itself. Here are some steps you can take to regain access to your account:

1. Contact Your ICT Department: Since you mentioned that you should only reset your account if instructed by your ICT department, it’s best to reach out to them first. They may have specific protocols in place for handling issues with the Authenticator app.
2. Use Alternative Verification Methods: If you have set up alternative verification methods (like SMS or email), try using those to log in instead of the Authenticator app.
3. Resetting the Authenticator App: If your ICT department advises it, you can reset the Microsoft Authenticator app. This will unlink your account from the app, allowing you to set it up again from scratch.
4. Contact Microsoft Support: If you are unable to resolve the issue through your ICT department, consider contacting Microsoft Support directly for assistance. They can help you with account recovery and resetting your authentication methods.
5. Trial Account Method: If you are still unable to reach support, you might consider creating a trial Microsoft 365 tenant to access the Admin Center and submit a support ticket requesting assistance with your original account.

Make sure to act quickly, especially with your password reset deadline approaching.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request)
• Requesting a Tenant Admin MFA Reset