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Emilie-8924 avatar image
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Emilie-8924 asked BrandonRoane-4660 commented

I can't log back into my microsoft authenticator app.

My phone was stolen recently and I didn’t save any of the codes I now realize were needed. I can’t log back into the app now because I don’t have my former phone (and I have no way of getting it back) and I need it to log into some school related apps (teams for example). I did not know that I could save it on my iCloud so that’s not an option either.
My question is this: how do I log back in now?

microsoft-authenticator
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I am experiencing a similar issue. I have a new phone and didn't back it up or save any details.
So when I am logging in to Office 365, it is asking me for the code being displayed on my Authenticator app, and it just isn't working because I'm not logged in to it on my new phone.

When I try to login to it on my phone, it is asking for either sign in details or QR code. I can't get to the QR code, because it wants me to enter the code from the app to access that online. I can't sign in the other way either because as soon as I've entered my login details, guess what? It is asking for the code again!!!

I can't see how I will ever be able to get in to it! There is only options to use the Authenticator app. If I were to be able to send a text to my phone number for example, that would solve the problem as I can still access the phone number.

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Hi there have you had any luck? Im also having the same issue.

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Unfortunately not, although I haven't been trying. When I go to my outlook web app email and it asks me to login with the authenticator app. I click to log out, and then I sign back in and it lets me in. I think this may be a loophole, but it works for me.

If there ever was a problem, I would ask my Office 365 admin to disable MFA and then I should be able to remove. Then re-enable the MFA so that I would be able to configure the Authenticator app.

https://answers.microsoft.com/en-us/msoffice/forum/msoffice_o365admin-mso_exchon-mso_o365b/regenerate-qr-code-for-my-microsoft-authenticator/c9c975da-f8f5-48f5-b403-193fa3d66554

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This is a really bad vicious loop that needs addressing. I just tried signing into my Xbox account. After entering my credentials I got asked for authenticator number. Since I just got a new phone I went to go instal the authenticator app. The app then sends me to the same login page and asks me for the code from an authenticator app. In the end I was forced to change my password simply because I got a new phone.

Microsoft, please add SMS verification.

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Hello All! CORRECTION UPDATE!!

I have figured this out!!!!! I had the same issue from my work email address.

What you have to do is go to https://mysignins.microsoft.com and under security and info you can manage log in verification methods. just delete Microsoft authenticator as an option and then re add it and it will allow you back in!!! I have just discovered this after two hours of troubleshooting.

thanks,

Brandon

Updated 9/18/21

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The problem I have is that when I click that link it says to approve my sign in with the authenticator which I have no access to

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BrandonRoane-4660 avatar image BrandonRoane-4660 PhillipSarzynski-5865 ·

hmmm weird, it doesnt ask me at all to sign into the authenticator app after i click the link...maybe its a company thing?

I was able to log in with password from work and it got me to security info page which is where you need to get too, i also did not have access to the authenticator app the first time i fixed this issue either...

let me ponder, check out the comment very bottom about using phone number in back of 365 settings

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go to https://mysignins.microsoft.com and then log in with the work email and password you had before and then click security info and it will let you change the log in method type.

let me know,

thanks

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DSPatrick avatar image
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DSPatrick answered

Something here may help.
https://support.microsoft.com/en-us/account-billing/when-you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

--please don't forget to Accept as answer if the reply is helpful--


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saumiljoshi avatar image
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saumiljoshi answered

Here is the help from MS: - Back up and recover account credentials using the Microsoft Authenticator app

https://docs.microsoft.com/en-us/azure/active-directory/user-help/user-help-auth-app-backup-recovery

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JenniferBenavides-4736 avatar image
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JenniferBenavides-4736 answered RhysWard-7742 commented

I had the same issue, but is fixed now.

You just have to go to your outlook account configuration.
Then to security info to delete the prevoius method authentication. (You can find it here -> https://docs.microsoft.com/en-us/azure/active-directory/user-help/security-info-setup-auth-app)
And then add a new method of Microsoft Authentication type.
This will generate a new QR Code that you can scan from your phone app.


Hope it helps.

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Hi Jennifer,

In theory, yes this should work - however, when trying to access the Security Info page, it would ask for authentication and obviously this wouldn't work as neither the app nor my phone number would work.

I have now fixed the issue. My administrator was able to login to the 'background' of 365 and could input my phone number against my account. This allowed me to send an authentication code via text to my mobile number and I now had access to the Security Info page, so I re-do the QR code again.

All now resolved!

Hope this comment helps.

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RhysWard-7742 avatar image
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RhysWard-7742 answered RhysWard-7742 commented

My issue is now fixed.

My administrator was able to login to the 'background' of 365 and could input my phone number against my account. This allowed me to send an authentication code via text to my mobile number and I now had access to the Security Info page, so I have re-done the QR code thing again for the app.

All now resolved!

Hope this comment helps others.

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Just a follow up to this, who exactly was the 'administrator' in this scenario? Was it the organisation linked to your Microsoft account, or Microsoft themselves?

Thank you very much.

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Hi, the administrator was our IT provider who set us up on Office 365.
Hope this helps.

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