I deleted Microsoft Authenticator from my phone and cannot log in to https://admin.microsoft.com/

Question

I deleted Microsoft Authenticator from my phone and cannot log in to https://admin.microsoft.com/
This issue is not related to the account I am currently logged in with. I am using this account only to post this question.

I still have the password for the affected business account, and I am able to reset the password because I have access to the recovery email inbox. However, I do not have access to Microsoft Authenticator anymore, so I cannot complete the Multi-Factor Authentication (MFA) process and therefore cannot log in.

My limitation is that I am not able to communicate in English over the phone with support agents. Even when contacting Microsoft Thailand, I have not been able to reach a support representative who can communicate in Thai.

What should I do in order to reset MFA for this account?

Answer 1

Dear @THAIFOOD1964,

Welcome to Microsoft Q&A. 

I’m sorry to hear you’re having trouble signing in

If there is another Global Administrator in your organization, that admin can sign in and help reset or re‑register the MFA methods for your account. This is usually the fastest solution.

Please have your administrator follow the steps shown in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc. 

If you are the only admin, you’ll need to work directly with Microsoft Support, as MFA for business accounts cannot be reset through self‑service for security reasons. I understand the language barrier you mentioned. You may try contacting Microsoft Support in Thailand, where support is available in Thai:

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: Authenticator. 

A: What products do you use? 

B: Office 365 for business. 

Verification: Education or company account? 

B: For companies 

A: Are you an administrator? 

B: Yes. 

A: Are there any other administrators in your organization? 

B: No. 

A: I need one.... Service request? 

B: Yes 

  If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead. 

 

If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans | Microsoft. This would allow you to create a new tenant following the provided prompts. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.  

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

I hope this information helps point you in the right direction. If you run into any issues while trying the steps, or if something still doesn’t feel quite right, please don’t hesitate to reach out again. I’ll do my best to support you however I can.  

Looking forward to hearing back from you with any updates or additional details. 

Warm regards, 

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Answer 2

To reset the Multi-Factor Authentication (MFA) for your Microsoft account after deleting the Microsoft Authenticator app, you will need to follow these steps:

1. Contact Microsoft Support: Since you are unable to log in due to the MFA requirement, you will need to reach out to Microsoft support. You can explain your situation and request assistance in resetting your MFA methods.
   • If language is a barrier, try to find a support channel that offers assistance in your preferred language, or consider using a translation service to communicate your issue.
2. Use Recovery Email: Since you have access to the recovery email inbox, ensure that you mention this when contacting support. They may use this information to verify your identity.
3. Provide Necessary Information: Be prepared to provide details about your account, including the email address associated with the account, any error messages you are receiving, and confirmation that you are the account owner.
4. Follow Up: If you do not receive a timely response, consider following up with support to ensure your request is being processed.

If you are the only administrator for your organization, it is crucial to communicate this to support, as they have specific processes for assisting sole admins who are locked out.

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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
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A