Authenticator App Not Showing Verification Number & No Support Available

Question

It's an "onmicrosoft.com" email address. Whenever I enter the email address and password, I'm prompted to verify a number in the authenticator app, but the app doesn't display any number. Every attempt to get support requires signing in with the same work account, which inevitably leads back to the same verification prompt.

I'm frustrated because there doesn't seem to be any way to contact Microsoft without logging into the account. Who or what can I reach out to for help regaining access to my work account? I haven't been able to respond to customer emails for more than a week, and I don't have access to my OneDrive storage.

I reached out to the country business support number several times. Unfortunately, the process connects you to AI-based support, which is very challenging to interact with. The AI bot eventually says it will transfer you to a human, but then the line goes completely silent—no music, no voice messages, nothing. After 15 minutes of silence, you’re left with no choice but to hang up.

I find it incredibly hard to understand how unsupportive Microsoft is of business customers who rely on this service to run their operations, just as Microsoft relies on us to drive their business. This is deeply disappointing, especially since there is no real alternative. I need access to my date in Excel, SharePoint and Power BI, and right now, me and my customers are completely in the dark without it.

Answer 1

Hello @Jan Moeyaert ,

Thank you for posting in the Microsoft community.

I understand the issues you're facing with the Microsoft Authenticator app.

If your account is Microsoft365 Work/School account and if you are an end user or if you are admin but other user has admin rights, please contact your admin to reset your authentication method. They can do this by following the "Manage user authentication options" guide. If you're unsure who your admin is, refer to this article: How do I find my Microsoft 365 admin?.
Your admin will implement the steps outlined in the article to help you reset your authentication method. Once this is done, you should be able to receive the approval codes on your phone and regain access to your account. Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn.

However, if you're the sole admin in your organization, we recommend contacting our dedicated data protection support team directly for assistance. You can find the support phone numbers by country or region here: https://learn.microsoft.com/en-us/microsoft-365/admin/support-contact-info?view=o365-worldwide .

Let me know if you have any more questions in the comments.

I hope this information is helpful. Please feel free to reach out if you have any further questions. If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Thanks,
Chaithra.

Answer 2

Hi Chaithra,

I really appreciate your feedback. However, as I previously mentioned, I have reached out to the country business support number multiple times, only to be met with frustration. The system directs you to AI-based support, which is extremely difficult to interact with. The AI eventually claims it will transfer you to a human, but then the line goes completely silent—no hold music, no voice messages, nothing at all. After waiting in silence for 15 minutes, there’s no choice but to hang up.

It's incredibly disappointing that getting basic support has become such a challenge, and I honestly don’t know who to turn to at Microsoft to get this issue addressed. Any guidance would be greatly appreciated.

Best regards,

Jan,