Authenticator App

Question

I lost access to my old phone and now I am unable to sign in and verify my account via Microsoft Authenticator app on my new phone. If I try to sign in a different way, the only options are using the Authenticator App, not by email.

Answer 1

Thank you all for your help. I just thought I would post the fix in case this happens to anybody else. I actually tried chatting with sales support for Power Apps and below it their response. Also, if you're ever in a pinch, getting through to sales by chat was a breeze.

"You can contact our Commercial Account and Billing Support Team as they will be able to assist you further accessing your account. You can call them at 1-888-477-7877. If you are unable to get through to the team directly by their number, you can call our Power Platform Sales team where an agent can transfer you directly to a member of the Commercial Account and Billing team. The number to call is 18552700615. "

I tried both numbers using several different prompt option only to have the call direct back to web support again. The only way I was able to get through was to specifically ask for "commercial account and billing support". Once through to a live person, they were able to verify several things, start a case, then several days later I received the call to work through the reset. I had to verify the domain again by adding a txt file and the next day received another call and email letting me know it was reset.

Thanks again.

Answer 2

Did you restore your account on the app as per Restore account credentials from Microsoft Authenticator - Microsoft Support

Answer 3

Yeah, that makes sense that it is a work account. If it is personal, you would be given alternative option and then the option to add new contact info if there is anyway.

But work/school account, you won't be able to do that because it has to go through organization admin.

Microsoft does not directly manage organization users. Instead, each organization's IT administrator is responsible for managing its users according to its internal protocols.

You should contact your organization's IT support team. They need to reset your MFA for you in order for this to work. Once the reset is completed, follow these steps:

1. Open your web browser and navigate to https://login.microsoftonline.com.
2. Sign in to your account.
3. You will be prompted to set up MFA again.

If your organization's IT administrator requires guidance, they can follow these steps:

1. Sign in to the Microsoft Admin Center at https://admin.microsoft.com using their credentials.
2. Navigate to Users > Active Users in the left-hand menu.
3. Select the relevant user.
4. On the user card that appears on the right, scroll to the bottom and click Manage multifactor authentication.
5. On the MFA settings page, locate the user's name, select it, and click Manage user settings on the right.
6. In the pop-up box, check the first box and click Save.

This process will reset MFA for the user, allowing them to set it up again.

Answer 4

On web browser, I've tried chrome and edge and neither work and I get the same result. It is a work I believe. Any browser wants me to use the authenticator to verify the account.

So then I try to add and log in to the account on the authenticator (mobile app) and I get stuck in the same loop.

Answer 5

Hello,

Are you trying to do this via a web browser, or are you stuck on the Windows log in?

Is this a work/school email account by chance?