I cannot get into to change the phone number on my info page, it will not send me a request on outlook app..

Question

I have called 3 times, I just need technical support.. None of the authenticator's will work.. I need to change the phone number so I went to add the email to Microsoft authenticator but then that takes me to another authenticator that won't pop up either!!

Answer 1

Hi @Southern Acme Contractors, 

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you're having trouble accessing your work account due to Microsoft Authenticator app.    

This situation typically occurs when your account is protected by multifactor authentication and your registered device or number is no longer available, so approvals continue to route to a method you cannot use. Microsoft Authenticator push approvals are delivered by the Microsoft Authenticator app on the enrolled device rather than the Outlook app. During sign in, the system follows your configured methods in order, so if Microsoft Authenticator push is set as the default and that device is unavailable, you will need an alternate method or an administrator reset before you can update your phone number. 

Regarding your situation, please kindly follow these steps to help regain access to your account.  

Option 1: Contact your IT's admin    

• First, reach out to your IT administrator to update your phone number on your account and reset your multifactor authentication methods so you can reregister from scratch. 
• If you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset MFA for your account and you can share the steps outlined in the article Manage authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account.   

Option 2: Contact Microsoft Data Protection Support by Phone (Primary Method)     

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support.   

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.       

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:          

IVR: What kind of problem are you concerned about?           

You: Authenticator.           

IVR: What products do you use?     

You: Office 365 for business.       

IVR: Education or company account?      

You: For companies     

IVR: Are you an administrator?      

You: Yes.      

IVR: Are there any other administrators in your organization?      

You: No.      

IVR: Do you need a... Service request?          

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.    

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.    

Thank you for your kindness and contributions to the forum.  

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Answer 2

It sounds like you're experiencing issues with changing your phone number and accessing the Microsoft Authenticator app. Here are some steps you can take to resolve this:

1. Check Recovery Options: Ensure that your recovery phone number and email are correctly set up in your Microsoft account. You can do this by visiting the Microsoft account security page.
2. Use Alternative Methods: If the Microsoft Authenticator app is not working, you might want to try using SMS or email verification if those options are available. Sometimes, the app may not function properly due to connectivity issues or app glitches.
3. Contact Support: Since you've already called for support, consider reaching out through different channels, such as the Microsoft support website or community forums. You might also want to check if there are any updates or known issues with the Microsoft Authenticator app.
4. Reinstall the App: If you haven't done so already, try uninstalling and reinstalling the Microsoft Authenticator app. This can sometimes resolve issues related to app functionality.
5. Reset MFA Methods: If you're unable to access your account due to multi-factor authentication (MFA) issues, you may need to contact your organization's Global Admins to reset your MFA methods, allowing you to set them up again.

If these steps do not resolve your issue, you may need to escalate your request for technical support through the appropriate Microsoft channels.

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References:

• I cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS).
• I need to reset my mfa methods.