Logged out of microsoft authentication app

Question

I got logged out of the app on my phone and it will not allow me to login without being logged into the auth app and there is no secondary recovery for me to access my account.

Answer 1

Dear @Rebecca Martin,

First of all, I want to begin by sincerely apologizing for the frustration and inconvenience this issue has caused you.

Based on your description, I understand that you are having issue with the Authenticator app. For better assist, please kindly let me know:

1. May I please confirm if you are using business/school account, so are you an admin or end user?
2. If you are an admin, could you please tell me is there any other global administrator in your organization?  
3. If possible, please take a screenshot of the issue you're experiencing so I can better assist you. 

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Your understanding and co-operation are highly appreciated. Thanks for your precious time. Have a nice day!

I am looking forward to your response!

Answer 2

For a Microsoft 365 business/work account with no secondary recovery method and no other admin who can reset MFA, this is a tenant lockout scenario. The only supported way to regain access is through Microsoft support and the Data Protection team.

Use these steps:

1. Try any other sign-in method first
   • If any other authentication method was ever configured (SMS, email, security key, etc.), use it instead of the Authenticator app.
   • If still signed in on a PC browser, go to the account security page and add another authentication method (SMS, email, security key) before signing out.
2. If completely locked out and the account is a work/school tenant admin
   • If there is another Global Admin in the tenant, that admin must sign in to the Microsoft 365 admin center and reset the MFA methods for the locked account.
   • If there is no other Global Admin and this is the only admin account, Microsoft Data Protection must verify identity and reset MFA.
3. Contact Microsoft support and reach the Data Protection team
   • Call the Microsoft Customer Service phone number for the region (see “Customer service phone numbers - Microsoft Support”).
   • In the IVR/automated prompts, clearly indicate:
     • The issue is with “Authenticator”
     • Product: “Office 365 for business” / company account
     • Role: administrator
     • There is no other administrator in the organization
     • Request creation of a service request and escalation to the Data Protection team to reset admin MFA.
   • Be prepared to provide tenant and admin details and complete identity verification.
4. If phone support cannot be reached, create a temporary trial tenant to open a ticket
   • Sign up for a Microsoft 365 trial to create a new, separate tenant.
   • In the new tenant’s admin center, go to Support → Help & support and open a ticket.
   • In the ticket, state clearly that the request is for a different, existing tenant where the only Global Admin is locked out due to Authenticator/MFA and needs Data Protection assistance to reset MFA.
   • This trial tenant is only for contacting support; it does not give access to data in the locked tenant. Cancel the trial after the original tenant issue is resolved.

Once Data Protection verifies identity, they can reset or re-register MFA for the admin account so that sign-in can be completed and additional recovery methods (SMS, email, extra admin accounts) can be added.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - 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
• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• How to go passwordless with your Microsoft account