I am trying to login to my business microsoft 365 account and I cannot login

Question

When I try to log in, it asks me for a code from authenticator, I recently got a new phone so my account is signed out of authenticator. When I trying selecting "sign in" in the Authenticator app, it again asks for a code that is not listed in my Authenticator app because my account is signed out. I can't log in on my computer or my phone. It is a vicious circle. I can't request support, because I can't log in. This is my business and all my files are stored in Sharepoint. I am seriously considering moving to Google Drive. Support is painful with Microsoft. The only support I have found is to change my password, I do not need to change my password, I need to get rid of Authenticator or be able to access my account in Authenticator

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @Crystal Leask

Thanks for clarifying that this is a Microsoft 365 business account.

From what you described, this sounds like an MFA (multi-factor authentication) access issue rather than a password issue, especially since your old Microsoft Authenticator setup did not carry over to the new phone.

Depending on your situation, the available options would be: 

1. If you are an end user (not an admin)

If there is another Microsoft 365 admin in your organization, the fastest path is to contact that admin and ask them to help reset your sign-in methods or MFA registration.

2. If there is another admin in the tenant

That admin may be able to help update or reset the authentication methods tied to your account so you can sign back in and re-register Authenticator on your new phone. 

3. If you are the only admin

If this is the only admin account and you no longer have access to the old Authenticator registration, the next step will depend on whether you still have another verification method available or are still signed in somewhere else. If you still have access on another browser, PC, or Microsoft app, there may still be a way to update your security information from that signed-in session before you get fully locked out.

 4. If you are not signed in anywhere and there are no other admins

In that case, this usually requires direct account recovery or Microsoft business support assistance, since forum support cannot bypass or manually remove MFA from a locked business tenant. Please proceed with one of the support options below to initiate the Data Protection/ Tenant Recovery process:

Customer service phone numbers

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)        

During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-plans-and-pricing

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant. Important notes:

This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.

The resolution time might be longer as you are contacting support from a different tenant.

Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.

If possible, it would also be helpful to have the following details ready during the recovery process:

• Tenant domain name (yourcompany.onmicrosoft.com or custom domain)

• Company/ organization name

• Billing or contact email address

• Recent invoice/ payment reference (if available)

• Subscription name or product type (if known)

I hope this helps point you in the right direction.