MSAUTH APP account deletion-GrayedOut

Question

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.

Answer 1

Hi @Thtgrldiana , 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

Answer 2

Hi @Thtgrldiana , 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

Answer 3

@James Hamil 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???