Authenticator app does not show number

Question

My partner has Microsoft 365 business and he can't log in to download on second computer as when he puts his email and password in it says it will send a code to his authenticator app but no code arrives. It sends him on an endless loop and we can't log him in? I can't call anyone other than a useless bot is there a phone line that gets through to actual people to assist us?

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

The authenticator app needs to be paired with the M365 business account it authenticates for, before it can work properly.

Very often, the original phone which the app was installed was traded in, or was reset, without first saving the authenticator data. This prevents a newly installed authenticator that has not been paired with the M365 account to work.
Did you recently change your phone or reinstalled your authenticator app?

  

Here are my suggestions for your partner -

 1. Do you have your old device? Can you authenticate by the old device?

 2. Do you have the option to authenticate via other means like email?

 3. Can you contact your administrator / alternative administrator to reset your account?

 4. If you are the administrator, did you purchase from a reseller? Can the reseller use delegated admin to help you reset your account?

 5. If you are the only administrator, and there are no other means for you to get access, then you have to contact the Microsoft Global Support phone numbers

 There are two ways to do this. Create a Trial Tenant: As a workaround, consider creating a trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket. After creating the trial account, log in to the Admin Center, go to "Help & Support," and submit a request to speak with the Data Protection team regarding your original account. Alternatively, call support but using the below suggested method

 

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

 6. These phone numbers have Interactive Voice Response agent (IVR). Due to phone connection quality, and also your accent, some people have feedback that they have difficulty talking to a person. So using a good phone line, speaking slowly and clearly, might be an important factor.

 7. Others have feedback that following this script might be helpful

 

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 or For education

 

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 

 

Hope this helps