Microsoft Authenticator is Malfunctioning

Question

I need help resetting my password to my business email account

Answer 1

Dear @Samuel Holmes,

I understand you're locked out of your business email because the Microsoft Authenticator app is malfunctioning, and you need to reset your password.

I'll provide you with the specific steps to resolve this based on your role (standard user or administrator).

For business (work or school) accounts, multi-factor authentication (MFA) via Microsoft Authenticator is often required. You cannot bypass this requirement simply by resetting your password. The system will always ask for that second verification step.

To regain access, please help me contact your IT administrator or the person who manages your account and ask them to reset your multi-factor authentication (MFA) settings from the Microsoft Entra admin center. For guidance, they can refer to this article: Manage authentication methods for Microsoft Entra multifactor authentication

Once the MFA has been reset, you should be able to sign in to your account and set up the Authenticator app normally. Additionally, I highly recommend adding an extra MFA method, such as a phone number or email address, as a backup in case the Authenticator app is unavailable in the future.

If you are the only user or administrator of the tenant, you will need to contact the Microsoft Support Data Protection team to have your MFA reset. Please locate the appropriate Microsoft support hotline and contact the frontline support team so they can raise a ticket on your behalf: Customer service phone numbers - Microsoft Support    

To help you navigate the automated phone system (IVR), here’s an example of how the conversation might go: 

• IVR: What kind of problem are you concerned about?  You: Multi-factor authentication (MFA) 
• IVR: What kind of product do you use?  You: Office 365 for business 
• IVR: Education or business account?  You: For business 
• IVR: Are you an administrator?  You: Yes 
• IVR: Do you have another administrator in your organization?  You: No 
• IVR: Do you need a service request?  You: Yes 

This should help you get connected to a live support agent who can assist you directly. 

Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. During peak hours, there might be high call volumes, so we kindly ask for your patience as we work to assist everyone as quickly as possible.

Please note that as a member of the community support team, my ability to access or make changes to my administrator account is restricted. For security and privacy reasons, only dedicated Microsoft support teams have the necessary tools and authority to assist with account-level issues, such as resetting or troubleshooting your account in depth.

Feel free to let me know if there are any updates or if you have further questions regarding this issue.

Answer 2

For a business (work or school) account protected by Microsoft Authenticator and MFA, the password or sign-in options cannot be reset directly from the Authenticator app. Use the following supported paths:

1. If another MFA/sign-in method is configured (SMS, phone call, alternate app)

• On the Microsoft sign-in page for the business email, enter the email and password.
• When prompted for Microsoft Authenticator, choose Use a different verification option (if available).
• Select SMS, phone call, or any other listed method to complete sign-in.
• After signing in, go to your security/MFA settings (My Account / Security info) and update or remove the Authenticator method, then re-add it.

2. If sign-in is blocked after multiple attempts

• Microsoft Entra multifactor authentication may temporarily block sign-in after repeated attempts.
• Wait and try again later, or use a different MFA method if one is available.
• If suspicious activity is suspected, contact the organization’s IT administrator to review Microsoft Entra sign-in logs and adjust MFA settings.

3. If you forgot the password

• Use the self-service password reset flow for your work or school account if your organization has enabled it. Follow the prompts to verify identity using the configured MFA methods.

4. If you cannot access Authenticator and have no other MFA method

• For end users: contact the organization’s Microsoft 365/Entra administrator and request an MFA reset. The admin can:
  • Open Microsoft Entra admin center (https://entra.microsoft.com)
  • Go to Users → All users → [your account] → Authentication methods
  • Select Require re-register multifactor authentication so MFA methods can be set up again at next sign-in.
• For admins with other admins available: ask another global admin to perform the same Require re-register multifactor authentication action for the locked-out admin account.

5. If you are the only administrator and are locked out

• Contact Microsoft via the Customer service phone numbers for a Data Protection team case to regain access to the tenant admin account. Clearly state that this is a business/Office 365 for business account and that you are the only administrator locked out due to Authenticator/MFA.
• If unable to reach support directly, create a temporary trial Microsoft 365 tenant, sign in to its Admin Center, and open a support ticket there requesting the Data Protection team to help with the original tenant where you are locked out.

6. If the issue is “Authentication did not complete” in Authenticator

• Ensure the Microsoft Authenticator app is unlocked.
• Confirm notifications are enabled and not silent.
• Install the latest version of the app.
• Check device network connectivity and date/time settings.
• If the problem is actually a forgotten password, use the password reset option provided by your organization.

Password reset and MFA reset for a business account always depend on either:

• A working alternative MFA method, or
• An administrator (or Microsoft Data Protection support) resetting MFA so new methods can be registered.

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References:

• Troubleshoot problems with Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Work or school account help
• I need to reset my mfa methods - 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A