Problem signing in to my working account through authenticator

Question

I lost my cellphone and tried to install the authenticator to my new phone so as to sign in toy my account. When I used my working email and password to sign in, as a verification I was asked to write the number that poped up to the authenticator, but since I dont have my old phone I cant do that. Then I try to use different ways to sign in, but there are only two available and both through authenticator. The credentials I have are for my business and now I cant sign in anywhere.

Its problematic that I try to sign in to the new authenticator and askes me to use the authenticator that I havent logged in yet. I am in a vicious circle.

Thank you in advence

Answer 1

Hello @Anastasis Toutountzis

Welcome to the Microsoft Q&A Community! 

Thank you for reaching out. I understand how frustrating it is to be locked out of your account after losing your phone.  

Based on your description, your account is currently set up to use Microsoft Authenticator as the only verification method, which is why you are stuck in a loop: your new phone is asking for approval from the Authenticator app on your old phone, which you no longer have access to. 

In case it's a work account which you have User permission, an Admin can help you reset your multi-factor authentication (MFA) settings through the Microsoft Entra Admin Center. 

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

1. Sign in to the Microsoft Entra admin center as at least an Authentication Administrator. 
2. User > all user.  Select the user you want to act on, and select Authentication methods. then select Require re-register of multi-factor authentication.  

Require re-register MFA:  This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.  

In case you're one of the organization Admins, kindly ask other Admins to help with the revoke, following the steps outlined above. 

---

In case you are the Sole Admin of your business, only Microsoft Data Protection team can help you restore access. Please find the appropriate contact information here and make a phone call: Customer service phone numbers - Microsoft Support 

Once your ticket is assigned and you receive a call from an agent, please be ready to provide details associated with your subscription, such as: 

• The primary domain associated with your Microsoft 365 subscription. 
• Billing details associated with the subscription, such as invoice numbers or partial payment information. 
• Official business information matching what is listed on the tenant profile. 

Having this information prepared will help expedite the verification process. 

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 

---

Note:  

Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help. 

Please try calling the phone support number 2-3 times during work week to ensure an agent is available to take your ticket. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. Please allow 5-7 days for your ticket to reach an agent. 

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

---

If you cannot successfully speak to a support representative, please consider creating a new tenant by signing up for a trial Microsoft 365 subscription via this link Compare All Microsoft 365 Plans | Microsoft. Once the new tenant is set up, use its admin console to submit a support ticket requesting assistance for your original tenant. Remember to cancel the trial subscription after the issue is resolved to avoid charges. 

Thank you very much for your valuable time and your cooperation. Let me know how it goes on your end or if you need further assistance.  

---

If you have extra questions about this answer, please click "Comment".  

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

Answer 2

To regain access to your account after losing your phone and being unable to use the Microsoft Authenticator app, you will need to follow these steps:

1. Contact Microsoft Support: Since you are stuck in a loop where the authenticator is asking for a code that you cannot access, the best approach is to contact Microsoft Data Protection Support. They can assist you in resetting your Multi-Factor Authentication (MFA) settings.
2. Use a Backup Method: If you have set up any backup authentication methods (like SMS or email), try using those to log in. However, if those options are not available, you will need to rely on support.
3. Provide Necessary Information: When contacting support, be ready to provide details such as your email address, the type of account (business), and any other identifying information they may require to verify your identity.
4. Follow the IVR Prompts: When calling support, follow the prompts carefully to ensure you reach the right department. You may need to specify that you are the only administrator for your account.
5. Consider Creating a Temporary Account: If you are unable to reach support through your existing account, you might consider creating a temporary trial account to submit a support ticket. This can help you get in touch with the Data Protection team more effectively.

These steps should help you regain access to your account and resolve the issue with the Microsoft Authenticator app.

---

References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A