I can not sign into my business account with the authenticator app.

Question

I can not sign into my business account with the authenticator app. I try to sign in on my computer and it asks for the number code and it doesn't show up on the app on my phone. The authenticator app is looked. I have tried calling a support number and its just a robot that doesn't understand what I mean.

I have 365 office for businesses. I am the only administrator. We are only two people in the business.

I have a gmail account connected to Outlook so I can read my mail since I have a gmail adress. However my office 365 business subscription is connected to an Exchange account which I can not login to due to the problem I just described.

The exchange account has an .onmicrosoft.com adress. But as I wrote above I can not login to that account.

Please help me!!!!!

[Moderator note: Personally Identifiable Information removed] 

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Dear @Pauline Broholm Lindberg,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, it appears that you cannot access your Microsoft 365 business account because the Microsoft Authenticator app is not functioning as expected during the sign-in process.If you are the only administrator and have lost access to MFA, you may need to contact Microsoft Support to verify ownership and recover administrative access to the tenant. You can contact them 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 what the conversation might look like:

IVR: What kind of problem are you worried about?

You: Admin account locked

IVR: What kind of product do you use?

You: Office 365 for business

IVR: Does it count for education or business?

You: For Business

IVR: Are you an admin?

You: Yes

IVR: Do you have another administrator in your organization?

You: No

IVR: Need a service request?

You: Yes

This should help you connect with a live support agent who can help you directly.

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
2. Select any plan and click Try for free.    
3. Complete the setup to create a new tenant.    
4. 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.   

I hope your issue would be resolved as soon as possible, if you have any other questions, please feel free to reach out. 

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