Authenticator Access Issue / 2FA Reset

Question

Authenticator Access Issue / 2FA Reset

Fab 0

Hello,

I am having trouble accessing my work account.

I was logged out of my account, and after changing my password, the Authenticator app is asking for a verification code. However, since I am currently logged out, I can no longer receive any codes or push notifications on the app.

Could you please reset my two-factor authentication (2FA) or let me know how I can recover access to my account?

Thank you in advance

0 comments

2 answers

Your answer

Answer 1

Alina Le 5,695 Independent Advisor

Hello Fab

If your account belongs to an organization (company), you no longer have access to your old phone, and you cannot use any other verification method (such as a phone call, SMS, or email) to sign in, you will need to contact your IT Administrator or Global Administrator. They are the only people who can reset or update your authentication methods so that you can regain access to your account.

Manage user authentication methods for Microsoft Entra multi-factor authentication

Sign in to Microsoft Entra - Microsoft Entra admin center
User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration".

User's image

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

*Note:

Please note that in this case, you only need to find the global admin of your organization’s tenant. They are the ones who can help you regain access to your account.
The global admin is usually someone in your school’s IT team or a system administrator. They manage Microsoft 365 settings, licenses, and security.

I hope I’ve been able to help in some way. I look forward to your update.

Finally, you may consider marking my answer as "Yes" if it was helpful. This will highlight it in green and may help other users who have similar concerns find the solution more easily.

Take care, and have a great day!

Fab 0 Reputation points

2026-09-24T14:42:14.9233333+00:00

Hi Alina,

Thank you for your reply. It turns out I created this account myself while acting as the administrator. Unfortunately, since I didn't set up any other login methods besides the authenticator app, I am locked out and left with a subscription I cannot use. If no solution or technical support representative can assist me, I will unfortunately be forced to block the charges on my bank card to prevent further debits.
Alina Le 5,695 Reputation points Independent Advisor

2026-09-24T19:24:42.59+00:00
Hi Fab,

Blocking the charge is a safe step, and I also recommend that you do so while you are unable to regain access.

However, I would also like to suggest the "two steps" below to see whether you can regain access and continue using the product you have already paid for without wasting your subscription.

(If you are able to regain access, you can follow the guidance at the end of my post to help prevent this situation from happening again and to manage your tenant more effectively in the future.)

1/ Contacting Microsoft Data Protection team by phone support

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

If you can use English, you may prefer these numbers:

(Important Note: Depending on your country or region, 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.)

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

Answer: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

A: I need one.... Service request?

B: Yes

If your organization's Office 365 Business subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.

Please try "2 or 3"times until you can reach out to an agent.

2/ Another work around

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

For detailed guidance, to set up a new tenant, please follow these steps:

Visit this following link and choose any plan and click try for free to start a free trial: Microsoft 365 Business Plans and Pricing | Microsoft 365

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 without further issues.

Ticket Support: In the Microsoft 365 Admin Center->Support->Help & Support. You can raise support ticket In Microsoft Admin Center by this link:

https://admin.microsoft.com/#/support/requests

Tips: You can switch off the Support Assistant as shown in the screenshot, then type "Contact Support" into the search box and select "Contact Support" or the "earphone symbol" above..

Choose "Phone" support and fill all the details of this issue.

Click "Contact me"

After completing them, you will receive an email appointment for a meeting to review this issue professionally together.

*Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

_

After successfully regaining access to your admin account, to prevent this issue from happening again, consider assigning 1 or 2 additional global admins to your tenant. That way, they’ll be able to help reset MFA in similar situations without having to contact customer support.

Assign admin roles in the Microsoft 365 admin center - Microsoft 365 admin | Microsoft Learn

Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

Hope my information is helpful for you!

Answer 2

If the Authenticator app no longer has the work account registered, it cannot generate codes or receive approval prompts. There is no supported way to bypass MFA without another registered sign-in method.

Use this recovery path:

At the sign-in prompt, check for another verification option.
- Select Use a different way to sign in or I don't have any of these if shown.
- If a secondary method was already configured, such as SMS, alternate phone, or email, use that method to sign in.
If access to some security info is still available:
- Go to the Advanced security options page for the work or school account.
- Select Add a new way to sign in or verify.
- Confirm the new method with the code sent to that phone or email.
- Remove the old Authenticator or other lost method afterward.
- Important: do not change all security info at the same time, because the account may be restricted for 30 days.
If access to all security info is lost:
- Start signing in to the work or school account.
- At Verify your identity, select I don't have any of these.
- Follow the prompts to replace security info.
- After replacement, there is a 30-day wait before sign-in is allowed.
If the device was lost or the Authenticator registration is no longer valid:
- Sign in with a different method if one exists.
- Otherwise, contact the organization’s Help desk or IT administrator and ask them to clear or reset MFA settings.
- After the settings are cleared, the next sign-in will prompt for two-factor verification registration again.
If repeated sign-in attempts were made:
- Wait before trying again, or use a different MFA method.
- Microsoft Entra MFA can temporarily block additional attempts after unusual activity.
After access is restored:
- Go to https://mysignins.microsoft.com/security-info.
- Select Add sign-in method.
- Register multiple methods. Microsoft recommends having three different sign-in methods associated with the account.

If this is the only admin account and no alternate method is available, recovery requires the organization’s Help desk, another admin, or Microsoft support for business accounts.

References: