Microsoft Authenticator and multi-factor authentication (MFA) for several work accounts linked to my device.

Question

Dear Microsoft Support Team,

I am seeking assistance regarding an issue with Microsoft Authenticator and multi-factor authentication (MFA) for several work accounts linked to my device.

Previously, the Microsoft Authenticator app on my phone was registered with my work accounts. However, the app was accidentally removed from the device without enabling backup. When I reinstalled Microsoft Authenticator, it was registered under my personal Microsoft account instead of the earlier work account profile.

As a result, the authentication methods previously configured for my work accounts are no longer available on the device. When attempting to sign in to Microsoft services such as the Azure/Entra portal, the system asks me to approve the request in Microsoft Authenticator or enter a verification code, but I cannot do so because the original authenticator registration was lost.

Key points of the issue:

I still have the correct usernames and passwords for the work accounts.

The Microsoft Authenticator app that was originally linked to these accounts was deleted without backup.

After reinstalling the app, it is linked to my personal Microsoft account instead of the previous work account configuration.

Due to this, I am unable to approve MFA requests or generate verification codes, which prevents access to Microsoft services and admin portals.

I kindly request your assistance in resetting or removing the existing Microsoft Authenticator authentication methods associated with these accounts so that I can sign in and reconfigure MFA on a new device.

Please let me know if any additional information or verification is required to proceed with this request.

Answer 1

Hello @Sachin Sharma,

Thank you for reaching out

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 new device 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 and there is another admin in your tenant

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   

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

The existing Microsoft Authenticator registrations for the work accounts cannot be recovered on the device once the app has been deleted without backup. The MFA methods for those work accounts must be reset by an administrator or by Microsoft support so they can be reconfigured on the new installation of Authenticator.

Because the accounts are work accounts protected by Microsoft Entra multifactor authentication and you no longer have access to the original Authenticator registration, the only supported path is to have MFA reset from the service side:

1. If there is another administrator in each tenant
   • Ask another Microsoft Entra/tenant admin in each organization to:
     • Remove the existing Microsoft Authenticator method for the affected user accounts.
     • Enable re-registration of MFA for those users.
   • After the reset, sign in with username and password, complete any temporary verification method they configure, and then add Microsoft Authenticator again as an MFA method.
2. If you are the only global admin and are locked out
   • This is a tenant lockout scenario (no other global admin can reset MFA). In this case, the Data Protection team must reset MFA for the affected tenant(s).
   • Call Microsoft’s global customer service phone numbers and request a ticket with the Data Protection team to reset MFA for the locked-out admin accounts. Use the guidance from the Q&A resolutions:
     • When prompted by the IVR, indicate that the issue is with “Authenticator” and “Office 365 for business” / “company account,” that you are an administrator, and that there is no other admin in the tenant.
     • Ask specifically to create a service request and be routed to the Data Protection team to reset MFA for your admin/work accounts.
   • The Data Protection team will verify identity using business documentation and then reset the MFA methods so you can sign in again and re-register Microsoft Authenticator.
3. After MFA is reset
   • Sign in to each work account with username and password.
   • Complete any temporary verification method provided during recovery.
   • Go to the security info/MFA registration page for each account and add Microsoft Authenticator again on the reinstalled app.
   • Ensure the app is configured for the correct work account profile and, if desired, enable backup in Authenticator going forward.

If repeated sign-in attempts have been made while locked out, Microsoft Entra MFA may temporarily block further attempts as a protection measure. In that case, wait before trying again or use an alternate MFA method if one is available.

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References:

• How to add your accounts to Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Microsoft Authenticator FAQs
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Azure has blocked myphone number for SMS verification due to a “bad reputation” flag - Microsoft Q&A