Microsoft Authenticator app

Question

Hi All,

I can't login to admin center. It asks Microsoft authenticator to verify. When I open the Microsoft Authenticator app, App asks me to enter the code itself. I'm struggling with this at the moment.

Please help.

Thank you,

Answer 1

Hi Ruby‑N,

Thank you for your detailed response.

Option 1: There was no option available to select another verification method. Option 2: I am the main admin on the tenant. Option 3: I tried contacting Microsoft Support by phone, but it was unsuccessful. It appears to be an automated AI system, so I couldn’t reach an agent.

I’m considering trying the last option you suggested — creating a new Microsoft Business account and submitting a support ticket from there.

Please see the attached photos. If you come across anything new or have any further suggestions, please let me know.

Thank you again for your kind support.

[Moderator note: Personally Identifiable Information removed]

Answer 2

Good day Kasun, and I’m sorry to hear about the difficulties you’re experiencing.  

This usually happens when the Microsoft Authenticator method is no longer available for the admin account, for example after switching to a new phone, reinstalling the app, or when the previous MFA registration is no longer valid. 

Here are a few options you can try to regain access to your admin account: 

Option 1: Check if another verification method is available 

If your account has additional verification methods configured, you may still be able to sign in. 

• On the sign-in verification page, select “I can’t use my Microsoft Authenticator app right now”. 
• Check for alternative methods such as SMS, phone call, or hardware token. 
• Complete the sign-in using any available method. 

• After signing in, please go to Microsoft Entra admin center > Users > Select your account > Authentication methods. 
• Remove the existing Microsoft Authenticator method. 
• Add a new Authenticator method and complete the setup. 
• Test the new configuration to confirm it is working correctly. 

If no alternative methods are available, please proceed to the next option. 

Option 2: Contact other IT admins 

Please check to see if there are other IT admins in your organization who can help you with the reset MFA for your account and share with them the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account. 

Once your IT admin has reset your MFA, the next time you log in to your account, you will be guided through the process of setting up the Microsoft Authenticator app again from the beginning by scanning a QR code. This will break the loop and allow you to access your account normally.  

Option 3: Contact Microsoft Support 

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts.  

• You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method 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.)    

IVR: What kind of problem are you concerned about?    

You: Authenticator.    

A: What products do you use?    

You: Office 365 for business. 

Verification: Education or company account?    

You: For companies 

IVR: Are you an administrator?     

You: Yes. 

IVR: Are there any other administrators in your organization?     

You: No. 

IVR: Do you need a... Service request?     

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team. 

• If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription. 

To set up a new tenant, please follow these steps: 

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant. 

Follow the guided setup process to create a new account for a new tenant. 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues. 

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt: 

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA. 

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant. 

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process." 

• Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. 
• Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

Thank you for your patience and understanding. 

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