Remove Authenticator from account

Question

I am unable to remove the authenticator from my account. I no longer have access to the old phone which the Authenticator was on. When attempting to remove the authenticator I have 2 sign in options. One being to 'Approve a request on my Microsoft Authenticator app' and 'enter the code displayed in the Microsoft Authenticator app on your mobile device'. Both which are the same thing and cannot access. My email and mobile are attached so I know there are other ways I can confirm ID although there is no option to use this. Calling the support line does not assist in the slightest and prompts me to visit https://aka.ms/mfasetup although I am met with the same wall when accessing that url.

Answer 1

To remove the Microsoft Authenticator from your account when you no longer have access to the old phone, you will need to follow specific steps to regain access. Since you are stuck in a loop requiring the authenticator app, here are some options you can consider:

1. Contact Microsoft Data Protection Support: Since you are unable to access your account due to the authenticator requirement, contacting Microsoft Data Protection Support directly by phone is a primary method to resolve this issue. Explain your situation and request assistance in resetting your authentication methods.
2. Create a Temporary Account: If you cannot reach a live agent, consider creating a trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.
3. Delete Sign-in Methods: If you have access to a web browser, you can try deleting your sign-in methods directly from your security settings. However, this may require another administrator to set the requirement for re-registering MFA if you are not the sole administrator.
4. Use Alternative Verification Methods: If your email and mobile are linked to your account, ensure that you explore any alternative verification methods that may be available, although it seems you are currently not seeing those options.

These steps should help you regain access to your account and remove the authenticator requirement.

---

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