How do I get a passcode from the authenticator app from an account that isn’t letting me sign in to get that code?

Question

I’m trying to sign into my work account, however it’s been a while since I did. The authenticator app doesn’t have the account signed in anymore, and to sign in I need a code on the app, but since I’m not signed in I can’t get that code. I’m stuck in a loop and I can’t find any solution.

Answer 1

Dear @Belen

Based on your description, I understand how urgent this situation must feel. Please know you’re not alone in this, and I’ll guide you through every step to get you back in control as quickly as possible.

If you are using business account (work/school account), please understand that I cannot directly reset your Microsoft Authenticator app or your authentication methods. For security reasons, only your organization's administrator (for work/school accounts) can perform those actions.

In this case, please reach out to your organization’s IT administrator or helpdesk. They can reset your multi-factor authentication settings or help you regain access. For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

Note: If you do not know who your IT admin is, please refer to How do I find my Microsoft 365 admin?

However, if you are the only administrator and are locked out, here are 2 options I recommend you try:

Option 1: Contact Microsoft Data Protection Support by Phone  

The most direct method is to call Microsoft's support line to raise a request for resetting your authentication method. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

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

You: Yes  

This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket 

If you have difficulty reaching an agent by phone, there is a reliable workaround. This involves creating a new, temporary Microsoft 365 account to contact the support team online. 

• Sign up for a new Microsoft 365 Business trial using this link: Compare All Microsoft 365 Plans. You will need to use a different, personal email address to register. 
• Once the trial account is created, log in to its Admin Center > From the Admin Center, open a new Service Request. For reference:  Get support | Microsoft Docs   
• In the ticket description, explain that you are locked out of your primary tenant (your.onmicrosoft.com) and that you need to speak with the Data Protection team to regain access.
• Remember to provide your locked account's details and a good contact number for them to reach you. 

Important: Please remember to cancel the trial subscription after your original account issue is resolved to avoid any future charges. 

I am confident that the Data Protection team can resolve this for you. Please try the phone option first, as it is the most direct path. Let me know if you have any questions about these steps. 

Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.

I hope the information shared helps point you in the right direction. Thank you for your patience and understanding. I'm looking forward to your update.

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Answer 2

Your best bet is to call support and reach out to Data Protection Team