Authenticator doesn't work. Request MFA reset.

Question

I purchased a Minecraft Education commercial account and was using it successfully. However, after buying a new laptop, I'm unable to log in with the existing commercial account on the new laptop because the Authenticator is not working. I recently changed my phone too, and only later realized I needed to install the Authenticator app on the new phone to receive notifications. I installed the app and tried logging in, but while notifications come normally to my personal Microsoft account and I can log in fine, no notifications come at all to the commercial account on my phone.

Upon researching, I found out I need to reset the MFA for the account or recover the tenant account. Please help me reset the MFA for this account. I paid money for this license and can't use it because I can't log in. Please resolve this as quickly as possible.

My commercial accout : [Moderator note: personal info removed]@juny0218.onmicrosoft.com

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Please note that this forum is a public platform, so we’ve adjusted your question to hide your organization’s domain name. For future posts, kindly avoid sharing any personal or organizational details to help protect your data. 

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Hello @정환 지

Welcome to the Microsoft Q&A Community! 

Thank you for reaching out, and I’m sorry to hear you’re experiencing difficulties signing in after changing your laptop and phone.  

From your description, the issue is caused by Microsoft Authenticator being reinstalled on a new device without re‑registering the Multi‑Factor Authentication (MFA) method for your commercial account. When this happens, the Authenticator app can no longer generate or receive verification prompts for that account, and an MFA reset becomes necessary. 

Since the Authenticator app was removed from your previous phone and not reconfigured before switching devices, the MFA registration for your commercial account is still tied to the old device. This is why your personal Microsoft account works normally, but the commercial account does not. 

To restore access, your MFA settings must be reset. Because you are locked out of the only admin account for your tenant, this reset can only be performed by Microsoft Data Protection team after verifying your identity and your ownership of the tenant and subscription. Please find the appropriate contact information here and make a phone call: Customer service phone numbers - Microsoft Support 

Once your ticket is assigned and you receive a call from an agent, please be ready to provide details associated with your subscription, such as: 

• The primary domain associated with your Microsoft 365 subscription. 
• Billing details associated with the subscription, such as invoice numbers or partial payment information. 
• Official business information matching what is listed on the tenant profile. 

Having this information prepared will help expedite the verification process. 

When you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: 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. 

A: I need one.... Service request? 

B: Yes 

Note:  

Sometimes, you may first hear an automated voice message. Please wait until it finishes. If an agent is available, you will then be connected and receive assistance. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. Please allow 5-7 days for your ticket to reach an agent. 

If your organization's Office 365 Business/Education subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead. 

If you cannot successfully speak to a support representative, please consider creating a new tenant by signing up for a trial Microsoft 365 subscription via this link Compare All Microsoft 365 Plans | Microsoft.

Once the new tenant is set up, use its admin console to submit a support ticket requesting assistance for your original tenant. Remember to cancel the trial subscription after the issue is resolved to avoid charges. 

Thank you very much for your valuable time and your cooperation. Let me know how it goes on your end or if you need further assistance.  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

To resolve your issue with the Microsoft Authenticator and reset your Multi-Factor Authentication (MFA), you will need to follow these steps:

1. Contact Microsoft Support: Since you are unable to access your account due to MFA issues, the best course of action is to contact Microsoft Data Protection Support. You can reach them by phone and explain your situation, emphasizing that you are the sole administrator of your commercial account.
2. Request MFA Reset: During your call, request a reset of your MFA methods. Make sure to provide them with your account details and explain that you changed devices and cannot access the Authenticator app.
3. Alternative Method: If you cannot reach a live agent, consider creating a temporary account by signing up for a trial subscription. This will allow you to access the admin console and submit a support ticket requesting assistance with your previous account.

These steps should help you regain access to your account quickly. If you need further assistance, feel free to reach out again.

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References:

• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A