Authentication app

Question

I got a new phone now can’t log on to the authentication app because Its asking me to verify a code even though I can’t get on to the app so I have lost access to all Microsoft features how do I sort the app

Answer 1

If you've got a new phone and are unable to access the Microsoft Authenticator app because it requires a verification code that you cannot obtain, you may need to follow these steps to regain access:

1. Contact Microsoft Support: Since you are likely locked out of your account, you will need to reach out to Microsoft support. If you are the only administrator for your Microsoft account, you will need to contact the Microsoft Data Protection team. You can do this by calling their customer service hotline and explaining your situation.
2. Use Alternative Verification Methods: If you have set up alternative verification methods (like SMS or email), try using those to log in. If those methods are also unavailable, you will need to proceed with contacting support.
3. Create a Temporary Account: If you cannot reach support, consider creating a new trial tenant (temporary account) to submit a support request. This will allow you to access the admin console and raise a ticket for help regarding your locked account.
4. Follow the IVR Prompts: When contacting support, be prepared to follow the automated prompts. Indicate that you are having issues with the authenticator and that you are the sole administrator of your account.

These steps should help you regain access to your Microsoft features. It can be a frustrating process, but support is there to assist you.

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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