Authenticator validation

Question

My employer uses Authenticator to validate employees. I was using it prior to them requesting it. Now I have two sessions that pop up for the company and can't move forward with my validation. How do I remove the id that is causing my problem on the Authentication app?

Answer 1

Hi Kevin,

Thank you for sharing the details of your situation.

You can try opening Microsoft Authenticator, selecting the old company account, tapping Settings, and then selecting Remove account. After removing the account, your device can no longer be used to verify sign-ins associated with that registration.

• For detailed instructions, you may refer to: How to sign out from Microsoft Authenticator

If you are unsure which account should be removed or are still unable to complete the verification, try another available verification method, such as SMS or a phone call.

If another verification method is not available, please contact your organization’s IT department or Microsoft 365 administrator. They can check your registered authentication methods, remove or reset the old Authenticator registration, and help you register the app again using a new QR code.

You may also want to share the following Microsoft article with them: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | … 

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support    

Once your IT administrator resets your MFA registration, you should be able to sign in again and go through the Microsoft Authenticator setup process from the beginning, including scanning a new QR code on your device. 

I hope this points you in the right direction. If you receive any updates from your IT team or run into any issues along the way, feel free to reply back with more details and I'll be happy to help further. 

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Answer 2

If the problem is a duplicate work or school account entry in Microsoft Authenticator, remove the old account entry from the app first:

1. Open Microsoft Authenticator.
2. Select the company account that is causing the issue.
3. Tap the Settings gear.
4. Tap Remove account.

Important: after removing that account, the device can no longer be used to verify sign-in for that account until it is set up again.

If the duplicate is a verifiable credential card in Authenticator instead of the account itself:

1. Open the credential card.
2. Select the trash can in the upper-right corner.
3. Confirm deletion.

Important: deleting a verifiable credential is permanent. There is no recycle bin, and it must be issued again.

If removal in the app does not fix the validation loop, the old registration likely still exists on the work account. In that case:

1. Go to https://aka.ms/mysecurityinfo and delete the old Authenticator sign-in method if access is available.
2. If access is blocked or no alternate sign-in method is available, ask the organization’s IT admin to Require re-register multifactor authentication for the account in Microsoft Entra ID.

If the device was lost, replaced, or the old Authenticator registration is stuck, the documented path is to use another sign-in method or have the organization’s Help desk clear the settings.

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References:

• How to sign out from Authenticator
• Use the Microsoft Authenticator with Verified ID
• Can't set up MFA because five devices are already registered to use an authenticator app
• Common problems with two-step verification for a work or school account