I cannot access a business account through Microsoft using authenticator app

Question

I go onto my customers account, enter my Microsoft account and password, then it states that a code is being sent to my phone. It doesn't show up. I have never had a problem with this before. Then it states to enter the code on the authenticator app. The code is to long and will not be accepted. I deleted the authenticator app and reloaded it. I changed my Microsoft password. Nothing has changed.

Answer 1

I still cannot get into the account. Still a problem.

Answer 2

Hello @doug cleghorn,

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 new 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. 

 

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action on your account as a forum moderator, I sincerely hope that the steps and recommendations I’ve shared can support you through the process. 

If you encounter any difficulties during the call or are unable to reach an agent, please update me so that I can look for another alternative way to assist you. Thank you for your patience and cooperation.   

  

Thank you and I look forward to your reply. 

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