How to get access to my work account again, ASAP!!!

Question

Hello,

I NEED HEEELPPPPP URGENTLY!

I cant access my work (JetBlue) account because of the two step verification process. I lost my phone that is linked to that account and cant get any emails or verifications codes to it. I need to change this to my new phone and your system is making it extra difficult for me to do so for no reason. Can someone please do me the favor of helping me with this ASAP!!!!!

Sincerely & frustrated,

[Moderator note: Personally Identifiable Information removed]

Answer 1

Hi @Gabrielle Montero

Regarding your issue, this happens because two-step verification is still linked to the previous phone, preventing the account from verifying the sign-in request. Since this is a work account, please contact your company’s IT administrator or help desk and ask them to reset your multi-factor authentication (MFA) methods. Once the reset is completed, you can register the new phone for verification. For security reasons, this change must be handled by your organization’s IT team. They can follow these steps:   

1. Sign in to the entra.microsoft.com as at least Authentication Administrator.   
2. Select User -> All user.   Select the user (your account) to act on and select Authentication methods. then select Require re-register of multi-factor authentication.    

• Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.   

  

For more details, please refer to: Manage user authentication methods for Microsoft Entra multifactor authentication. 

Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin?

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again.   

Hopefully it will help work with your issue and if you have any other questions or need further assistance, feel free to ask. 

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Answer 2

For a work or school account, the fastest path is:

1. On the sign-in screen, select Sign in another way.
   • If another method is already registered, use it to get back in.
   • If Sign in another way is not available, or no other method works, there is no self-service recovery path from the sign-in screen.
2. Contact the organization’s IT help desk or administrator and ask them to clear or reset the MFA/two-step verification settings for the account.
   • This is the recommended action when the phone was lost or stolen.
   • After the settings are cleared, the next sign-in will prompt re-registration of two-step verification on the new phone.
3. If the device was lost or stolen, report that to the help desk as well.
   • They can make the appropriate updates to the account.
4. After access is restored, go to the security info page and add the new phone or another sign-in method:
   • https://mysignins.microsoft.com/security-info
   • Select Add sign-in method and register the methods allowed by the organization.
5. To avoid being locked out again, keep multiple sign-in methods registered.
   • Microsoft recommends having three different sign-in methods associated with the account.

If repeated sign-in attempts were made, Microsoft Entra multifactor authentication may temporarily block more attempts. In that case, wait and try again later, or use a different registered MFA method if one is available.

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• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Sign in to your work or school account using two-step verification
• Common problems with two-step verification for a work or school account