Authenticator App - can't remove greyed out account

Question

Hello all,

I'm stuck in a strange loop using the MS Authenticator App. I'm one of the admins at my school and I've registered my phone via https://account.activedirectory.windowsazure.com/securityInfo using the MS Authenticator App.

I wanted to create a manual for my colleagues so I removed the app from my phone (without deleting the account first, because I assumed that it would be deleted when the app is removed), redownloaded and reinstalled it so I could show them step by step what they should do and how to use the app.
However, my account was never removed when I uninstalled the app and is greyed-out, so I can't edit or delete it.
When I then try to change the MFA settings in my Active Directory User account, I can't access the 'Additional security verification page' or the 'Securty-info page', because it tells me that I should approve the sign in request from my app, but the app tells me it cannot process the request from the work or school account and I should remove the app first from the MFA registration page... So I'm stuck in a loop, because I can't access the MFA registration page and I can't approve the sign in request from the app.

I've tried multiple possible solutions, like checking if there is a MFA policy in Azure for our school, trying to remove my phone from devices in the Azure Users panel, ...

What might be causing this problem and how can I fix it?

Thanks in advance!

Ris

Answer 1

If you have an android mobile, follow the instructions below:

• Open your mobiles' Settings, then tap on Users & accounts.
• Scroll down and look for Microsoft old account(s) you want to remove or Work account and tap on it.
• Once you found the required account, tap on it and select More or tap on 2 dots : (depends on the android version) in the upper right corner of your screen.
• Select Remove account. You may need to repeat it twice or thrice.
• Once account has removed, close the Microsoft Authenticator app if already opened.
• Now tap and hold on Microsoft Authenticator app, and select App info.
• Select Storage usage > Under Cache, tap on Clear cache.
• Open Microsoft Authenticator app, and old account(s) should not appear now.

Answer 2

I had been trying to remove my old work accounts for months until I came across your solution. Perfect thank you :-)

Answer 3

Oh my goodness, can't believe that it worked!

Answer 4

Perfect thank you :)

Answer 5

This worked exactly as described. Thanks very much.