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RhezouaneMustapha-5605 asked DSPatrick commented

can't log to microsoft account because authenticator erased after phone factory reset

I linekd microsoft authenticator to my professional account but when I reset my phone, I can't get connected to my microsoft account anymore since authenticator was erased after I reset my phone.

Now when I want to log in to authenticator, it asks me to approve the sign in on authenticator.

microsoft-authenticator
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DSPatrick answered

Couldn't microsoft disable authenticator on my account by some mean?

That isn't how it works. The authenticator is simply a code generator. The two factor is setup on the service provider. If there's no backup to restore from then you'll need to use the service provider's methods of account recovery.

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DSPatrick answered

You can restore from backup (assuming there was one) but make sure no accounts have been added to the newly install app. Then sign on with recovery account to do the restore.

You can recover your account credentials from your cloud account, but you must first make sure that the account you're recovering doesn't exist in the Microsoft Authenticator app. For example, if you're recovering your personal Microsoft account, you must make sure you don't have a personal Microsoft account already set up in the authenticator app. This check is important so we can be sure we're not overwriting or erasing an existing account by mistake.
https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

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RhezouaneMustapha-5605 answered DSPatrick commented

Hello,

I haven't saved my account information on cloud in the authenticator app.

I have my password but I'm also asked to do the authenticator check to access my account. As I said I factory reset my phone so authenticator have been erased and I hadn't made a cloud copy.

I didn't think about it when I Reset my phone and now my professional account is kind of hijacked by microsoft.

Couldn't microsoft disable authenticator on my account by some mean?

· 4
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I have the same problem too, I lost my phone and I don't have any back up, I tried to install microsoft authenticator on my new phone but I can't add account because it always asking me to approve it. Do you find any solution for this problem ?

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Hello,

I haven't found a solution yet but I will explore the solution of contacting the service provider. In my case it's my company's help desk.

0 Votes 0 ·

Hello,

I asked my company (service provider) to reinitialize my identification methods and it worked. Now I can access my account without even using microsoft authentificator as I chose to do it with sms valdiation.

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DSPatrick avatar image DSPatrick RhezouaneMustapha-5605 ·

Glad to hear

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RhezouaneMustapha-5605 answered

My professional account is used to have access to outlook and teams. I can't access teams mobile because of this autenticator issue. Do you know who is the service provider in this case? Is-it microsoft teams?

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DSPatrick answered

Try signing in to your account but select the Sign in another way link (assuming one was setup) on the Two-factor verification page
https://support.microsoft.com/en-us/account-billing/common-problems-with-two-step-verification-for-a-work-or-school-account-63acbb9b-16a1-47b9-8619-6a865e8071a5

--please don't forget to upvote and Accept as answer if the reply is helpful--






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RhezouaneMustapha-5605 answered DSPatrick commented

Hello,

Thank You. I'll try to see if our organization help desk can solve the problem as mentioned in your link.

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Sounds good, you're welcome, please don't forget to close up the thread by 145510-image.png




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RhezouaneMustapha-5605 answered

Yes of course, once I get the feedack from support, I'll get back to this thread to either accept or give you their feedback. Thanks again!

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RhezouaneMustapha-5605 answered

Hello,

I asked my company (service provider) to reinitialize my identification methods and it worked. Now I can access my account withotu even using microsoft authentificator as I chose to do it with sms valdiation.

Thank you for your support.

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