How to Fix Authenticator App

Question

Hello, I cannot access my account and it seems to be an Authenticator issue. I get stuck in a loop and a tech support rep told me I could get help here. Here is what happens:

1. I log in using my email address and PW
2. It tells me I need to verify this log in
3. It asks to send an email to [******@3-dart.net] (which I do not have access to anymore. It is a closed account through an old employer)
4. OR it asks for me to go to my authenticator app to verify with a code (but the account associated with [******@gmail.com] is not set up in authenticator to do that)
5. I try to set up that account in authenticator with my email and PW but it prompts me to go to the authenticator app to finish the process even though I'm IN that app. THIS IS THE LOOP

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Moved from Microsoft 365 and Office | Subscription, account, billing | For home | MacOS

Answer 1

To resolve the issue with your Microsoft account and the Authenticator app, you can follow these steps:

1. Alternative Sign-In Method: Since you cannot access the email for verification and the Authenticator app is not set up correctly, check if there are any alternative methods to sign in. Sometimes, there may be options like SMS verification or security questions.
2. Contact Support: Since you are stuck in a loop and are the only administrator for your account, you will need to contact Microsoft support directly. You can reach out to the Microsoft Data Protection team via their customer service hotline. When calling, make sure to explain that you are the sole admin and are unable to access your account due to the Authenticator issue.
3. Create a Trial Tenant: If you are unable to reach support, consider creating a trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket directly. You can sign up for a trial subscription, and once you have access, raise a support request regarding your locked account.
4. Reset MFA Settings: If you manage to contact support, request them to reset your Multi-Factor Authentication (MFA) settings. This will allow you to set up the Authenticator app again using a QR code.
5. Follow the IVR Instructions: When you call support, follow the automated instructions carefully. You may need to indicate that you are a business email user and require technical support.

By following these steps, you should be able to regain access to your account. If you need further assistance, feel free to ask.

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References:

• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• 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