Sharepoint

Question

How do I put company back in my list on the authenticator app so I can access Sharepoint? It shows I have an account, but that account doesn't show on the app and when I try signing in, I get the code to verify but there is nowhere to put the code because the company isn't listed on my phone. I've tried verify a different way (like through a text), but that option doesn't exist.

Answer 1

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. However, I will do my best to guide you using publicly available documentation, research, and community experience.  

Hello @Suzanne Lauer,

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 quickest and most effective solution is to contact your organization’s IT administrator. They can revoke your current Multi‑Factor Authentication (MFA) settings and allow you to re‑register.   

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 phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.      

Could you please confirm which of the three cases applies to you? Once I have this information, I can guide you further and ensure you get the correct next steps.  

Thank you, and I look forward to your reply. 

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Answer 2

To restore access to SharePoint when the company account is missing from Microsoft Authenticator, the account’s authentication needs to be reset or re-registered by the organization’s admin or by Microsoft support, depending on the role.

Use the appropriate path below:

1. If this is a work or school account and there is an IT/admin team

• Contact the organization’s Help desk or Microsoft 365/Entra ID administrator.
• Ask them to clear or reset the multi-factor authentication (MFA) / Authenticator registration for the account.
• After they reset it, sign in again to SharePoint:
  • During sign-in, when prompted to set up Microsoft Authenticator, follow the on-screen steps to add the work account back into the app (scan the QR code or follow the provided code entry instructions).
• Once re-registered, the company account will appear in the Authenticator app and can be used for verification codes/approvals.

2. If this is a work or school account and the user is the only admin

• When there is no other admin who can reset MFA, Microsoft’s Data Protection team must assist.
• Call Microsoft’s global customer service using the regional number listed under “Customer service phone numbers - Microsoft Support” (from the context articles).
• In the IVR/agent conversation, clearly state:
  • The problem is with Microsoft Authenticator / MFA.
  • The product is Office 365/Microsoft 365 for business.
  • It is a company (work) account.
  • The caller is the only administrator and is locked out because Authenticator cannot be used.
• Ask to create a service request and be routed to the Data Protection team to reset the MFA/authentication methods.
• After they reset MFA, sign in again and complete the Authenticator setup so the company account appears in the app.

3. If the device with Authenticator was lost or replaced

• If another sign-in method (like SMS or email) is configured and available, use that method to sign in and then update security info:
  • Go to the Security info page for the work or school account (as referenced in the context) and add/update Microsoft Authenticator as a method.
  • Complete the registration steps so the account is added back into the app.
• If no alternative method works, fall back to step 1 or 2 so an admin or Microsoft support can clear the old Authenticator registration.

If the phone was lost or stolen, the Help desk should also clear the old device registration so that a new device can be registered and used for two-step verification.

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References:

• Work or school account help
• Common problems with two-step verification for a work or school account
• Authenticator Did Not Complete Login
• 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 app doesn't show 6-digit OTP code - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A