Lost access to the Authenticator app

Question

Ive lost access to the authenticator app and can no longer access the accounts that used it how do I regain access?

Answer 1

Hi @aqdas mahmud, 

Thank you for posting your question in the Microsoft Q&A forum. I’m sorry to hear that you’ve lost access to your Microsoft Authenticator app.

Since your post is tagged under Outlook on the web for business, I’ll walk you through the options that apply to work/business accounts, so you can recover access in the correct way. 

If you’re an end user, the quickest path is to reach out to your organization’s IT administrator. Please ask your administrator to follow the steps in this guide to revoke existing MFA sessions and require re-registration: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…   

It’s a simple process that only takes a few minutes. Once they reset it, your previous sessions will be cleared, and the next time you sign in, you’ll automatically be prompted to register MFA again, that’s where you reconnect the app, receive your codes, and sign in normally. 

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If you happen to be an administrator yourself, the steps depend a little on your environment. If there’s another admin in your organization, they can reset MFA for you using the same method described above. But if you are the only admin in your tenant, the best approach is to contact Microsoft Support by phone: Customer service phone numbers - Microsoft Support 

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts. 

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 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:  

(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.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

What kind of problem are you experiencing?         

Answer: Authenticator         

What products do you use?         

Answer: Office 365 for business         

Is this for an education or company account?         

Answer: For companies         

Are you an administrator?         

Answer: Yes         

Are there any other administrators in your organization?         

Answer: No. I am the only admin in my tenant          

Do you need a... Service request?          

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.     

I truly hope these steps help you regain access smoothly. Even though I’m not able to intervene directly, I want to make sure you’re guided to the team who can assist you properly. If you have more questions, feel free to reply under this post. I’m happy to help in any way I can. 

Thank you for your understanding.

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