Authenticator App

Question

Good morning, I am having issues with my authenticator app for work. I don't remember doing so, but my work number was added for authentication. When I go to authenticate, it tries to call/text my work number, which I cannot answer. Now, I am trying to authenticate a different way, but cannot get past the work number part. Long story short, im trying to add my personal number to authenticate my work account, but am stuck in a loop of authenticate first before I can make any changes. Any help would be greatly appreciated.

Answer 1

Hi, I'm John! I will help you with this.

Are there any other admins in your organization who could reset your multi-factor authentication settings for you? If so, you’ll need to contact your company's admin or IT team and ask them to reset your Microsoft Authenticator for your work account.

If you are the only Global Admin, then the only way forward is to contact Microsoft 365 Business support directly via phone https://support.microsoft.com/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 They’ll ask you to verify your domain ownership and can help reset the MFA requirement so you can get back into your account.

Or, you can create a temporary trial Microsoft 365 Business account and use it to reach Microsoft Support directly through the admin center, that often helps you connect with the right support team faster:

• Create a trial account here: https://www.microsoft.com/microsoft-365/business/microsoft-365-business-standard-one-month-trial
• Using the trial account, Sign in to Microsoft 365 admin center https://admin.microsoft.com
• Select Support > Help and support, enter your question and select Contact support.
• You may cancel your trial subscription before the free trial period ends to stop future charges.

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I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Answer 2

To resolve your issue with the Microsoft Authenticator app and the authentication loop, you will need to reset your Multi-Factor Authentication (MFA) settings. Since you are unable to authenticate using your work number, here are a couple of options you can consider:

1. Contact Your Administrator: If you have a Global Administrator in your organization, reach out to them and request that they require you to re-register your MFA. This will allow you to set up your personal number for authentication.
2. Microsoft Data Protection Support: If you are the only administrator and cannot access your account, you can contact Microsoft Data Protection Support by phone. Explain your situation, and they can assist you in resetting your authentication method.
3. Create a Temporary Account: If you cannot reach support, consider creating a new trial tenant to submit a support ticket. This will allow you to access the admin console of the new tenant and request assistance for your original account.

These steps should help you regain access to your account and set up your personal number for authentication.

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References:

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