Lost Microsoft Authenticator

Question

I changed my phone and lost access to Microsoft Authenticator for my work account here：[Moderator note: personal info removed]@keepwaycnc.com. I have my password but cannot complete 2-step verification thus I have been having problems logging in to the account. Please tell me how to solve it. Thank you! .

[Moderator edit: Changed tags: Microsoft 365 & Office | Access | For business | Other ]

Answer 1

Hey there, Lien Chiou

As there are other admins on the tenant, that can reset your authentication method, they must do this. Microsoft won't be able to intervene unless you were the only admin on the tenant. Even then, they will need to verify ownership of the tenant.

As you have other members who are administrators, please ask them to reset your authentication method. They can do this by signing into their account here: https://entra.microsoft.com/

Once they have signed in, they will need to go to your account by clicking onto 'Users' under 'Entra ID'

When they click onto your user account, they will need to click onto 'Authentication methods'

They will then need to click onto 'Require re-register multifactor authentication'

This will require you to re-register your authentication method when you next sign in. Your admin can do this online, and doesn't need to be signed in at work to do this.

Hope this helps,
Nathan

Answer 2

If you've lost access to the Microsoft Authenticator app after changing your phone, you can follow these steps to regain access to your work account:

1. Alternative Sign-in Methods: Check if you have any alternative sign-in methods set up, such as SMS or email verification. If available, try using those to log in.
2. Contact Your Administrator: If you are part of an organization, reach out to your IT administrator. They can reset your Multi-Factor Authentication (MFA) settings, allowing you to set up the Authenticator app again.
3. Microsoft Data Protection Support: If you are the only administrator for your account and cannot access the admin portal, you may need to contact Microsoft Data Protection Support. You can do this by calling their customer service and requesting assistance with resetting your MFA. Make sure to provide them with all necessary details about your account.
4. Create a Temporary Account: As a last resort, you could create a new trial tenant to submit a support ticket to Microsoft on behalf of your locked account. This would allow you to contact support while you work on recovering your original account.

These steps should help you regain access to your account. If you need further assistance, don't hesitate to reach out to Microsoft support directly.

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References:

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