Switched phone and lost my authenticator app. Now I can't login.

Question

In my organization the authenticator app can be reset. The problem is that I have some "other" organization as my home organization that doesn't exist. I think it appeared when I signed up before I was invited to the real organization, and now I can't access it because my authenticator app for that organization is gone and nobody can reset it. What do I do? I can't leave the home organization either, because it is the "home" one.

Answer 1

Hello @Jacob ,

Welcome to the MS Q&A forum. My apologizes for the delayed response. I am posting my answer in case if someone else will come around your post while troubleshooting the similar problem in the future.

By design, users can't leave an organization in some specific scenarios:

In the Home organization section, there's no option to Leave your organization. Only an administrator can remove your account from your home organization. For the External organizations listed under Other organizations you collaborate with, you might not be able to leave on your own, for example when:

• the organization you want to leave doesn’t allow users to leave by themselves
• your account has been disabled

In these cases, you can select Leave, but then you'll see a message saying you need to contact the admin or privacy contact for that organization to ask them to remove you.

Below additional steps what could be used if you have a new mobile device, you'll need to set it up to work with two-factor verification. This is a multi-step solution:

If you have a new mobile device, you'll need to set it up to work with two-factor verification. This is a multi-step solution:

1. Set up your device to work with your account by following the steps in the Set up my account for two-step verification article.
2. Update your account and device information in the Additional security verification page. Perform the update by deleting your old device and adding your new one. For more information, see the Manage your two-factor verification method settings article.

Optional steps:

3. Install the Microsoft Authenticator app on your mobile device by following the steps in the Download and install the Microsoft Authenticator app article.
4. Turn on two-factor verification for your trusted devices by following the steps in the Turn on two-factor verification prompts on a trusted device section of the Manage your two-factor verification method settings article.

You could find more information and troubleshooting scenarios by following this link.

Hope above answers your questions and concerns.

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Sincerely,
Olga Os