MFA/ Authenticator Lockout Issue

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MFA/ Authenticator Lockout Issue

Niloy Saha 0

Hello
I create one M365 account using my main id and associated authenticator to my phone app. I accidentally clean wipe my phone without backing up the authenticator. Now I can not log in to my M365 account. It was in trial mode, that finished last week and started charging me.
I have the username and password for that account still I can not get in and I want to cancel that whole thing.

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

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Answer 1

Gunasekar N 64,140 Independent Advisor

Hello, thank you for reaching out to Microsoft Q&A.

Could you please confirm whether you have any other verification methods set up, such as a phone number or recovery email address, that you can use to verify your identity?

If so, when you are prompted to verify your identity with the Authenticator app, select "I can't use my Authenticator app right now" and then choose the recovery phone number or email address to verify your account and sign in.

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Let me know if you still need more help.

Niloy Saha 0 Reputation points

2026-03-06T05:03:33.8033333+00:00

Hello
Thanks for your response.
No there is no other verification methods set up. Every time I put the password the only verification mode is only the authenticator. Its generating the code but I don't have the access of the authenticator and stuck there.
Gunasekar N 64,140 Reputation points Independent Advisor

2026-03-06T09:24:17.41+00:00

Hello,

In this situation, and if this is for a Business account, I recommend that you contact Microsoft 365 Business support. They can help you reset your two-factor authentication (2FA) and assist you with cancelling the subscription on that account.

Use the link below to reach Microsoft 365 Business support. On the page, select your country/region to find the appropriate support phone number, then call them and explain that you’re locked out due to losing access to the Authenticator app and need both 2FA reset and the subscription cancelled.

See Customer service phone numbers

Or create a business support ticket here-

Get support for Microsoft 365 for business

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MFA/ Authenticator Lockout Issue

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