Microsoft Authenticator

Question

Hi Team,

I had Microsoft Authenticator installed on my mobile device, but due to some issues I had to format my phone (erase all data). The Authenticator app previously contained multiple linked accounts.

After resetting my phone, I am now unable to log in to my Power BI account because the authentication is still aligned with Microsoft Authenticator. When I try to sign in, the app prompts me to approve the request in Authenticator. However, since the accounts were deleted during the reset, I no longer have access.

I attempted to re-add my account in the Authenticator app. Even though I enter the correct email and password, it then asks for a verification code associated with the email—which I do not have, as the app was deleted during the reset.

Could you please assist me in recovering access to my Power BI account?

Thank you for your support.

Regards
******@gmail.com

Answer 1

Because the phone was reset and the Microsoft Authenticator registrations were erased, the existing Power BI sign-in (which uses the same Microsoft work/school account) is still protected by the old Authenticator configuration. Simply reinstalling the app on the new phone cannot restore those registrations; the MFA methods must be reset on the account side.

Next steps depend on whether this is a work/school (Power BI / Microsoft 365) account and whether there is an administrator available:

1. If this is a work or school (Power BI / Microsoft 365) account and there is an admin
   Ask the organization’s Microsoft 365 / Entra ID administrator to reset the MFA settings for the account. The admin can:
   • Go to the Microsoft Entra admin center → Users → All users → select the user → Authentication methods.
   • Use the option to require re‑registering multifactor authentication / clear existing methods. After this reset, sign in again to Power BI; the sign‑in flow will prompt to set up Microsoft Authenticator from scratch on the new phone.
2. If this is a work or school account and this account is the only admin
   In this case, the tenant is effectively locked because the sole admin cannot complete MFA. The resolution is to involve Microsoft’s Data Protection team via phone support so they can verify identity and reset the admin’s authentication methods:
   • Call the regional number from Customer service phone numbers - Microsoft Support.
   • When prompted by the automated system, clearly indicate:
     • The issue is with Authenticator.
     • The product is Office 365 / Microsoft 365 for business (Power BI is part of this).
     • It is a company account.
     • The caller is the only administrator for the tenant.
     • A service request is needed and routing to the Data Protection team is required to reset MFA. If the subscription was purchased through a partner/reseller, contact that partner and ask them to open a support request with Microsoft on behalf of the tenant.
   As an alternative path if reaching support directly is difficult, a temporary trial tenant can be created (for example, a Microsoft 365 trial). From the new tenant’s admin center, open a support ticket explaining that access is needed to a different, existing tenant where the caller is the only admin and is locked out due to Authenticator. Microsoft support can then engage the Data Protection team for the original tenant.
3. If this is a personal Microsoft account (not managed by an organization)
   For a personal account where Authenticator was the only or primary second factor and no backup methods (SMS, alternate email, etc.) are working, recovery also requires Microsoft support. Use the Customer service phone numbers - Microsoft Support page, explain that access to the personal account is blocked because the Authenticator app was lost and no verification code can be obtained, and follow the identity‑verification process they provide.

In all cases, the key point is that the old Authenticator registrations cannot be recovered from the wiped phone; the MFA configuration must be reset by an admin or by Microsoft’s Data Protection / support teams after verifying identity.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Microsoft Authenticator FAQs
• 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A