Login issue

Question

I am unable to login to my work account as I mistakenly deleted my authenticator app and it is unable to get the code to login

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @chinthakuntla harishreddy,

Welcome to Microsoft Q&A Forum!   

To better understand your situation and guide you correctly, could you please confirm whether you are an end user or a global administrator of your Microsoft 365 tenant?   

The next steps will depend on your role:   

1. If you are an end user   

The fastest and most effective solution is to contact your company’s IT administrator. They have the necessary tools in the Microsoft Entra/Azure admin center to reset your Multi‑Factor Authentication (MFA) settings, remove the old device from your account, and allow you to set up Authenticator on your phone immediately.  

You may share this official Microsoft article with them for detailed guidance: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…     

2. If you are an administrator   

Please check whether there is another admin in your tenant. If so, they can reset your MFA configuration by:   

• Signing in to the Microsoft Entra Admin Center   
• Navigating to Users > Your Account > Authentication methods   
• Selecting Require re‑register MFA   

You will then be prompted to set up MFA again at your next login.   

3. If you are the only administrator   

In this case, you will need to contact Microsoft’s Data Protection team, who are authorized to verify your identity and reset MFA settings. Please call Microsoft Support using the appropriate regional hotline listed here: Customer service phone numbers - Microsoft Support   

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 call, please provide the subscription details you have, such as your company name, billing information, phone number, and alternate email address. This information will allow our privacy team to help reset your multi-factor authentication. Once the reset is complete, you can add your account back to the authenticator app and log in again. 

 

Could you please confirm which of the three cases applies to you? Once I have this information, I can guide you further and ensure you get the correct next steps.  

Thank you, and I look forward to your reply.   

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Answer 2

Since the Microsoft Authenticator app was deleted and the code cannot be retrieved, the sign-in must be completed using an alternative verification method or by having MFA reset by an administrator.

1. If this is a work or school account and there is an IT/admin team:
   • Contact the organization’s Help desk or Microsoft 365/Entra ID administrator.
   • Ask them to reset or clear the multifactor authentication (MFA) settings for the account in the Microsoft Entra admin center and require re‑registration of MFA.
   • After they reset MFA, sign in again; the next sign-in will prompt to set up Microsoft Authenticator (or another method) from scratch.
2. If this is a work or school account and there is no other administrator (you are the only admin):
   • A Microsoft Data Protection team intervention is required to regain access.
   • Call Microsoft Support using the regional customer service phone number listed under Customer service phone numbers - Microsoft Support (from the context articles).
   • When the automated system asks, indicate that the problem is with “Authenticator,” that the product is “Office 365 for business,” that it is a “company” account, that you are an administrator, and that there is no other admin.
   • Ask to create a service request and to be routed to the Data Protection team so they can verify identity and reset the admin’s MFA.
   • If reaching an agent is difficult, one documented workaround is to create a temporary trial Microsoft 365 tenant, sign in to its Admin Center, and open a support ticket from there requesting Data Protection assistance for the original tenant.
3. If there are other MFA methods already configured on the account (for example SMS, alternate phone, or email):
   • On the sign-in screen, choose “I don’t have a code” or “Use a different verification option” (if shown) and select another available method (SMS, call, or email) to complete sign-in.
   • After signing in, go to the Security info page for the work or school account and update the authentication methods, then re‑add Microsoft Authenticator.

If none of these options are available and no alternative method works, only the organization’s admin or Microsoft Support/Data Protection team can reset the MFA configuration.

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References:

• Authenticator Did Not Complete Login
• Common problems with two-step verification for a work or school account
• 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
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A