We cannot access company email addresses.

Question

Hello, we have implemented two-step verification using the Microsoft Authenticator application, which is installed on a single phone, for all email accounts in our company. The iPhone with Microsoft Authenticator installed on it broke.

Since there was no iCloud backup, we could not view any of our email accounts in the Microsoft Authenticator application, even though we installed the Microsoft Authenticator application on a new iPhone using the same iCloud account.

When we want to log in to email addresses right now, we encounter the warning "To log in, open your Authenticator application and enter the number shown.​​ or enter the code displayed in the Microsoft Authenticator application on your mobile device." However, there is no email account or its code in the Microsoft Authenticator application we have newly installed.

For this reason, we cannot access the 64 email addresses used in our company. We urgently await your support regarding the removal of two-way verification from all accounts.

Answer 1

Regarding the admin MFA issue only phone support can help and ask them to escalate your issue to the data protection team. 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes

You also need to provide your subscription purchased information such as company name, billing information, phone number etc. See: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2