security verification issue

Question

Hello,

I am unable to retrieve the verification to access my work accounts due to a phone number and device change. The accounts are linked to [Moderator note: personal info removed] and my new number is [Moderator note: personal info removed]. I am unable to access my email [Moderator note: personal info removed] or my work access from my device due to this. Please assist.

Thanks,

[Moderator note: personal info removed]

Answer 1

Dear @Brumer, Jadyn,

Good day. Thank you for posting your question in the Microsoft Q&A forum!

First of all, I want to begin by sincerely apologizing for the frustration and inconvenience this issue has caused you.

Based on your description, I understand that you are having issue with the Authenticator app. For better assist, please kindly let me know:

1. May I please confirm whether you are experiencing any difficulties with the authentication app, such as being unable to access your account due to loss of access to the Microsoft Authenticator app?
2. If you are using business/school account, so are you an admin or end user?
3. If possible, please take a screenshot of the issue you're experiencing so I can better assist you. 

Your understanding and co-operation are highly appreciated. Thanks for your precious time. Have a nice day!

I am looking forward to your response!

Answer 2

To regain access to your work accounts after changing your phone and phone number, you will need to reset your Multi-Factor Authentication (MFA) settings. Since you are unable to receive verification codes due to the device change, here are some steps you can take:

1. Contact Microsoft Data Protection Support: Since you are likely the only administrator for your accounts, you should reach out to Microsoft support directly. You can do this by calling the customer service hotline and explaining your situation. Make sure to mention that you are locked out of your account and provide them with your details.
2. Use a Temporary Account: If you cannot reach support, consider creating a new trial tenant. This will allow you to submit a support ticket from the new tenant, requesting assistance for your original account. You can sign up for a trial subscription through the Microsoft 365 website.
3. Provide Necessary Information: When contacting support, be ready to provide your locked account's email address, the domain name, and any error messages you are receiving. This information will help expedite the support process.
4. Verification: Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked account.

Following these steps should help you regain access to your accounts. If you need further assistance, please do not hesitate to reach out to Microsoft support directly.

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References:

• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A