How can I retrieve access to my account?

Question

Since I changed my phone, I can access my authenticator app to have access to my account.

I am stuck in a loop that I always need to have access to my authenticator app to be able to login.

I have an account for my company and I am the only administrator of the account.

Impossible to get help from custmer service by phone, email or chat. This is my last hope.

Answer 1

Hi Alexandre, if you are admin of your company,

I would recommend you to go to the Entra admin portal; if it asks for mfa, then try to verify another way, using a call or SMS system. Once you are in Entra Portal,. Visit Users> All Users> (Name of user)> Authentication Methods> Require re-registering multifactor authentication.

This will reset the MFA setting.

When the user signs in for the next time, it will ask to set up MFA; just follow the steps and all is done.

(When you reset MFA from the Entra portal, you need to delete the account from the authenticator app on your new phone and link the account again using the QR code that you will get while signing in next time.).

Answer 2

Check this article https://support.microsoft.com/en-us/account-billing/microsoft-authenticator-faqs-12d283d1-bcef-4875-9ae5-ac360e2945dd

If you have change phoned, first may need to remove account and disable your previous phone device.

If you have admin privilege account and if you can’t login with your admin account, you will have to contact phone support team of Microsoft to reset verification process. https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

There will be automated system process during call. It may hangs up, but admin user have to call several time. And they have to try phone number of different countries to get help from appropriate team of Microsoft.

Answer 3

Hello.

For your issue, I can understand that it is difficult to get support from phone support team at this moment, but don’t give up. keep continuing to call phone support team more times. You will surely get support, and your issue will be transferred to the security team of Microsoft. Just need to do this process with patience.

Answer 4

Hello,

I can understand that it is little difficult to get support from phone support team, but keep continuing to call phone support team with patience. Just don’t give up your effort’s. Your issue will be transferred to the security of Microsoft.