i can't verify my username of microsoft 365 on microsoft authenticator, so i can't not log in

Question

i am trying to login to my microsoft 365 account, every time it ask me to verify my identity on microsoft authenicator, but there is no any code shows up. what can i do to get the access to my account?

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Moderator: Moved from Microsoft 365 and Office | Access | For business | Other

Answer 1

Dear @tramezzino,

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

Based on your description, you are unable to get the two-factor authentication (2FA) code from the Microsoft Authenticator app.

Since your email is a business account, your company IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings.  As a forum moderator, I do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information: Manage authentication methods - Microsoft Entra ID | Microsoft Learn   

In case you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

To help you navigate the automated phone system (IVR), here’s an example of how the conversation might go:    

IVR: What kind of problem are you concerned about?     You: Administrator account locked  

IVR: What kind of product do you use?     You: Office 365 for business    

IVR: Education or business account?     You: For business    

IVR: Are you an administrator?     You: Yes    

IVR: Do you have another administrator in your organization?     You: No    

IVR: Do you need a service request?     You: Yes    

This should help you get connected to a live support agent who can assist you directly.

In case you cannot create support ticket during the call, I strongly recommend you create a Temporary Tenant to Submit a Support Ticket    

1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
2. Select any plan and click Try for free.    
3. Complete the setup to create a new tenant.    
4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.    

I hope information above can help you resolve the issue, if you have any other questions, please feel free to reach out.

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Answer 2

If you are unable to verify your identity on the Microsoft Authenticator app and cannot log in to your Microsoft 365 account, you may need to reset your Multi-Factor Authentication (MFA) settings. Here are some steps you can take:

1. Alternative Sign-in Method: If you have any alternative sign-in methods available (like SMS or email), try using those to log in.
2. Contact Microsoft Support: Since you may be the only administrator for your account, you will need to contact Microsoft Data Protection Support. You can do this by calling their customer service hotline. When you call, explain your situation and request assistance with resetting your MFA settings.
3. Create a Temporary Account: If you are unable to reach support through the hotline, consider creating a new trial tenant. You can sign up for a trial subscription, access the admin console, and submit a support ticket requesting help from the Data Protection team regarding your locked account.
4. Provide Necessary Information: When contacting support, be prepared to provide details about your account, including your email address, the domain name, and any error messages you are receiving.

These steps should help you regain access to your account. If you continue to face issues, reaching out to Microsoft support is crucial as they have the necessary tools to assist you.

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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