Lost device

Question

Hey, Can someone help me to solve this?

I got a new phone and have a problem to sign to my college account, because authenticator asking for qr code on cracked phone, where screen is not working

Answer 1

Dear Yerno,

Thank you for posting your question on the Microsoft Q&A forum.

If you have the issue with Multi-Factor Authentication (MFA), please ask support from Global admin in your organization who can assist you with resetting MFA as below guidance:

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com
• Navigate to Users > All Users.
• Select the affected account.
• Go to Authentication Methods.
• Click "Require re-register multifactor authentication".
• 

Once this is completed, you should be able to sign in again and set up MFA on your new phone

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Answer 2

If you are unable to access your college account because the Microsoft Authenticator app is asking for a QR code from a cracked phone, you will need to reset your Multi-Factor Authentication (MFA) settings. Here are some steps you can take:

1. Contact Support: Reach out to your college's IT support or help desk. Explain your situation and request assistance with resetting your MFA settings. They may be able to help you regain access to your account.
2. Use a Backup Method: If you have set up backup methods for MFA (like a phone number or email), try using those to receive a verification code.
3. Temporary Account: If you cannot reach support, consider creating a temporary account (if possible) to submit a support ticket requesting help with your original account.
4. Follow IVR Prompts: When contacting support, follow the prompts carefully to ensure you reach the right department that can assist with MFA issues.

These steps should help you regain access to your account despite the issues with your old device.

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References:

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