Unable to change password

Question

Hello,

I'm trying to change my password, but it keeps asking me to enter a code from the Authenticator app.

However, the Authenticator app does not provide any code, even though I am signed in.

I am also unable to set up multi-factor authentication because it requires a code.

It seems that my account is locked out, and there are no SMS or email options available for recovery.

Please advise.

Thanks,

Scott

Answer 1

For an account protected by Microsoft Authenticator where no code is available and no SMS/email options are configured, the account cannot be recovered or unlocked through normal self-service flows. Support agents also cannot bypass or override the second factor for security reasons.

If this is a work or school account:

1. Contact the organization’s IT/help desk and ask them to reset the multi-factor authentication (MFA) settings for the account in the Microsoft Entra admin center by using Require re-register multifactor authentication on the user. After this, sign-in will prompt to set up Authenticator again with a new QR code.
2. If this is an admin account and there are other admins, ask another global admin to perform the same MFA reset.
3. If this is the only administrator on the tenant, the Microsoft Data Protection team must be involved. Use the regional Microsoft customer service phone number (see “Customer service phone numbers - Microsoft Support”) and clearly state:
   • Using Office 365 for business / company account
   • Locked out as the only administrator
   • Need Data Protection team to reset MFA for the tenant admin.

If this is a personal Microsoft account with 2FA and no working second factor (no Authenticator code, SMS, or email):

• The account recovery form cannot bypass 2FA. If none of the configured methods are accessible and Authenticator cannot provide a usable code, access to the account cannot be restored.

In all cases, do not keep retrying or adding methods in loops inside Authenticator; recovery must be done by an admin (for work/school) or via the existing, working security info on the account.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Authentication did not complete
• Common problems with two-step verification for a work or school account
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A