Microsoft Authenticator

Question

URGENT HELP !

This is not the account I am asking about. I am not able to sign in with any method because it will only allow me to use Authenticator app. I am not receiving any codes in Authenticator app. What do I do? How can I get help? No one can get on the phone and I had to sign into my personal email to even ask this question very frustrated.

Answer 1

Dear @Richard Horrax,

I completely understand your frustration and the sense of urgency when you are locked out of your primary account. It is incredibly stressful when the only security gate the Authenticator app stops providing the codes you need to get back in.

If you are not receiving codes and have no other sign-in methods (like SMS or a backup email) configured, you are experiencing a "lockout" state. This typically happens if the link between your device and the server has been interrupted or if the account was not fully "backed up" to the cloud within the app.

As a member of the community support team, I’m limited in my ability to access or make changes within your administrator account. For security and privacy reasons, only Microsoft’s dedicated support team has the necessary tools and authorization to assist with account-level issues such as resetting or troubleshooting deep within your account. 

Scenario 1: Since your email is a business account and you're an end-user of your organization (not Global Admin – usually is your IT Admin), your company IT team or Helpdesk may be able to reset your Multi-Factor Authentication (MFA) settings. This will allow you to reconfigure MFA from scratch on your new device.  As general Microsoft Support, we do not have administrative access to change these settings. Only your IT team has the ability to adjust or reset your MFA configuration. You can also refer to this Microsoft support article for more information:  

For step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication

If you’re unsure who the IT Admin is within your account's organization, you can find guidance on locating them here:  How do I find my Microsoft 365 admin? - Microsoft Support   

Scenario 2: In case you are the Global Administrator and have another Global Admin in your organization. Please ask them to follow the step in the instruction above to reset your MFA. 

Scenario 3: In case you are the only Global Administrator and you are completely locked out from the tenant.  

Option 1: Contact Microsoft Support by Phone  

You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.     

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.

Option 2: Create a Temporary Tenant to Submit a Support Ticket  

• Visit Microsoft 365 Business Standard—Free One-Month Trial | Microsoft 365  
• Select any plan and click Try for free.  
• Complete the setup to create a new tenant.  
• Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests   

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.  

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead. 

I hope the above information is clear. Thank you for your understanding and cooperation. Please let me know how it goes after trying the steps above. I’m here to help further if needed.