Please reset authenticator app

Question

Hi

I am getting extremely frustrated and irritated, I have recently switched phones and I removed the old device from my account [Moderator note: Personally Identifiable Information removed]@thebraguru.co.za, but now when I try and add my account on the authenticator app it just keeps telling me unable to add account. I can't do anything and I can't access my account due to this.

Please assist as soon as possible!

Kind Regards

[Moderator note: Personally Identifiable Information removed]

Answer 1

Please note that this forum is a public platform. Kindly ensure that you hide any personal or organizational information to protect personal data.  

Hi Gordon Payne

When you change to a new phone, the Microsoft Authenticator app doesn’t automatically transfer your account settings because the multi-factor authentication (MFA) configuration is linked to the specific device where it was originally set up.

Because your account is work account (based on your thread's tag is For business)t, it is managed by your organization's IT department. Microsoft doesn't have direct access to reset authentication settings for organization-managed accounts. You should contact your organization's IT administrator and request a reset of your MFA settings by following this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

If you are the only Global Administrator and you are completely locked out from the tenant. So, only Microsoft Support team can help you in this MFA issue. You might need to contact Microsoft via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.  

Just a quick note that this forum is a peer-to-peer community, so while members can share advice and experiences only, members do not have access to internal databases or the ability to escalate cases directly to Microsoft’s internal teams. Therefore, please kindly contact the Microsoft Support team for the most efficient help.  

I hope this information helps.