How can I recover an account on Microsoft Authenticator?

Question

Approximately 3 and a half years ago, I setup my principal account to manage my 401k. When doing so, I installed the Microsoft Authenticator app and used that for my 2FA. Since then, I have gotten a new device, and I cannot access my principal account now, as it does not appear in my Authenticator app at all. Please help.

Answer 1

To recover your account on Microsoft Authenticator after changing devices, you can follow these steps:

1. Use Alternative Authentication Methods: If you have set up alternative methods for two-factor authentication (2FA), such as SMS or email, try using those to log in.
2. Contact Microsoft Support: Since you are unable to access your account through the Authenticator app, you may need to contact Microsoft's Data Protection team for assistance. They have tools to verify your identity and help you regain access to your account. You can reach them through the customer service phone numbers provided by Microsoft Support.
3. Create a Temporary Account: If you cannot reach support, consider creating a new trial tenant. This will allow you to submit a support ticket for your locked account. Once you have access to the new tenant, navigate to the support section and describe your issue in detail, including your locked account's email address and any error messages you receive.
4. Prepare for Verification: Be ready to provide verification of your identity and administrative rights for the locked account when contacting support.

These steps should help you in recovering access to your principal account managed through the Microsoft Authenticator app.

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References:

• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A