question

DianaAyala avatar image
0 Votes"
DianaAyala asked DianaAyala answered

MSAUTH APP account deletion-GrayedOut

I have a user who has test accounts added to the MS AUTH APP. The account is grayed out. The user has tried the steps for removing a grayed out account. But is not able to see the offending account in the 'Accounts and Backup' of her phone settings. The user has also tried deleting the MS AUTH APP from her phone, but the offending account comes back. Are there other mitigating factors preventing deletion such as cloud sync? See sample image user has on the phone. 143612-142613-cannotdeletegrayedoutaccount.png


azure-ad-multi-factor-authentication
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

JamesHamil-MSFT avatar image
0 Votes"
JamesHamil-MSFT answered JamesHamil-MSFT commented

Hi @DianaAyala , You may have done this already, but please register or re-register the MSAUTH app as an authentication method here.

For deleting users, check to make sure that the user does not have their account enabled on the Account Security page or the MyApps page for work and school accounts.

Please let me know if this works or if you have any questions!

If this answer helped you please mark it as "Verified" so other users may reference it.

Thank you,
James


· 5
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hi James, thanks for the response: I'm pending a reply from the user. In the meantime, can you help me understand the account iconography in the snapshot. What is the definition of account type for these two different icons?

0 Votes 0 ·

Hi @DianaAyala , the icons represent a work account and a personal account.

Best,
James

1 Vote 1 ·

Hi James, in reference to your initial question on troubleshooting. I'm not sure if it will help but the user replied:

"Since China is limited access to Google, we're using 'Other Account' option in Authenticator app to scan the QR code when registering for the Authenticator."

I assume that means they do have the account enabled elsewhere.

0 Votes 0 ·

Hello @JamesHamil-MSFT ; following up on any further troubleshooting options or possibilities on resolving the user issue. Happy Friday!

0 Votes 0 ·

Happy Friday! I'm going to reach out to someone on my team about this because I'm not sure why it would still be there. I'll let you know when I hear back.

Best,
James

0 Votes 0 ·
JamesHamil-MSFT avatar image
0 Votes"
JamesHamil-MSFT answered

Hi @DianaAyala , I think we figured it out. The account is a broker account, and you can fix the issue here: https://support.microsoft.com/en-us/account-billing/common-problems-with-the-microsoft-authenticator-app-12d283d1-bcef-4875-9ae5-ac360e2945dd

I hope this helps!

Best,
James

5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

DianaAyala avatar image
0 Votes"
DianaAyala answered

@JamesHamil-MSFT Again thank you for the reply!! unfortunately the link confirms the broker account component... but it does not share how to remove such an account. OR did I really miss it on the support docs page???

5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.