Urgent Assistance Needed – Locked Out of Microsoft Account Due to Removed Authenticator App (SR #[Moderator note: personal info removed])

Question

Dear Microsoft Support Team,

I am Quang from [Moderator note: personal info removed]. I accidentally uninstalled the Microsoft Authenticator app from my phone, and now I am locked in a verification loop: login requires approval via the app, which is no longer available.

I have already contacted support:

• Opened case SR #[Moderator note: personal info removed] via chat (personal account)
• Called the Vietnam support line (+84 1800 400 470), but was directed to https://aka.ms/mfasetup, which requires sign-in

None of these resolved the issue. Please escalate this to a technical specialist who can help revoke or reset my MFA methods so I can regain access.

Thank you for your prompt assistance.

Best regards,

[Moderator note: personal info removed]

Answer 1

Dear @Quang Trinh,

Good day! Welcome to Microsoft Q&A forum! 

Based on your description, I understand that you've accidentally removed the Microsoft Authenticator app from your device and are now stuck in a verification loop that prevents you from signing in, since approval through the app is still required. You’re requesting for a reset or revoke to your MFA methods so you can regain access to your account.

I sincerely apologize for the inconvenience caused by this issue. 

To understand the situation better and provide you with the most suitable support, could you confirm the following information:  

• Are you an end-user or an admin (if you're an admin, are there other admins that can help you with the reset of Authenticator or are you the only admin) in your organization? 

Your confirmation would be very helpful in ensuring you receive the most suitable support! 

Regarding your situation, if you're an end-user, please reach out to your IT administrator for assistance. If you’re unable to sign in due to a phone change, a new phone number, or issues receiving your authentication code, your IT administrator can help by updating your authentication methods or revoking and re-registering your authentication.   

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.   

For detailed guidance, ask your IT administrator to review the step-by-step instructions provided in the referenced article: Manage user authentication methods for Microsoft Entra multifactor authentication 

Here's how to find your IT Admin: How do I find my Microsoft 365 admin? (please also kindly reach out to your colleagues, managers, etc. to see if they have the IT department contact)  

As much as I’d like to assist you directly, only your company/organization's IT administrator can reset or update the authentication settings for your account. Please reach out to them for further help, as they have the necessary access to resolve this issue. 

If you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset. 

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. 

Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support (Scroll down for Business users)  

To help you connect with a live agent more smoothly so that they can create a ticket for you, please call the customer service phone number again and kindly be noted that:

(Important Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. Depending on your country or region, 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.)

As an alternative, you can create a new tenant account and submit your request from there.     

To set up a new tenant, please follow these steps:  

• Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.     
• Follow the guided setup process to create a new account for a new tenant.  

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues. 

In the ticket's description, you could refer to this message "Hello, 

I am currently locked out of my Microsoft 365 tenant because multi-factor authentication is enforced, and I am unable to complete the verification process. I am the only global administrator for this tenant, which means I cannot access my account or the tenant. 

To resolve this, I have created a new tenant and would like to be connected with the Data Protection Team to verify my identity and assist with regaining access. I am available to provide any required documentation or verification to support the recovery process." 

Ticket Support: Log in the Microsoft 365 Admin Center using your newly created trial admin account > Support > Help & Support. You can raise support ticket at: https://admin.microsoft.com/#/support/requests  

After completing them, you will receive an email appointment for a meeting to review this issue professionally together.  

For more details, you could refer to this article: Get support for Microsoft 365 for business  

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges. 

Note: After creating the support ticket, please kindly let me know the ticket number so I could also track its process to help you regain access to your account/tenant. 

I'm here and happy to help! Thank you for your kindness and patience! 

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in [our documentation] to enable e-mail notifications if you want to receive the related email notification for this thread.