Microsoft Authenticator HELP

Question

Hello, I am locked out of my business email and every time I attempt to sign in it prompts me to enter a code from the Microsoft Authenticator app however, I do not have my account set up on the Authenticator app so there is no code displayed. I have attempted to add the account to the app, but it then asks for the code AGAIN, which I do not have because the account is not set up. I have tried to access the QR code from my account security settings, but it also prompts me to enter the authenticator code to access this page as well.. and now I am completely signed out and can't access my account in general.

I have tried calling Microsoft support but can't seem to get past the robot that tells me to submit my case online and when I go to submit my case online, it prompts me to call.

Please help!! How am I supposed to access my email and/or get authenticator set up?!

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. 

Hello @Rachel Vera,

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 quickest and most effective solution is to contact your organization’s IT administrator. They can revoke your current Multi‑Factor Authentication (MFA) settings and allow you to re‑register.   

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:  

• Sign in to Microsoft Entra Admin Center 
• Go to Users > Your Account > Authentication methods 
• Select Require re‑register MFA 

Once they do this, you will be prompted to set up MFA again at your next login, and you should be able to access your account normally. 

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 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.      

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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