question

RisJanssen-2657 avatar image
1 Vote"
RisJanssen-2657 asked ·

Authenticator App - can't remove greyed out account

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

azure-active-directorymicrosoft-authenticatorazure-ad-multi-factor-authentication
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vipulsparsh-MSFT avatar image
1 Vote"
vipulsparsh-MSFT answered ·

@RisJanssen-2657 Normally if you used the MS account to create a cloud backup with all the accounts you have added, you will have option to restore those accounts even if you uninstall the Authenticator App. Uninstalling the App does not remove the accounts if you have enabled cloud backup.

For some reason if you still see your account being greyed out, and removing the app does not help you, you will need to contact MS support for that or you can drop us an email at azcommunity[at]microsoft[dot]com with subject "Atten - Vipul" so that we can have a look.

· 2 ·
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I have a similar problem, I changed jobs and did try to remove the previous employer's account on authenticator, instead of being removed, it got greyed out and now I am unable to do anything to remove it, can you help? thanks.

Mark

2 Votes 2 ·
81117622 avatar image 81117622 MarkConcepcion-5886 ·

I have the same issue.

0 Votes 0 ·
BurgerhoutJ avatar image
1 Vote"
BurgerhoutJ answered ·

I got the same issue. How can we remove this?

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SebMenard avatar image
18 Votes"
SebMenard answered ·

Hello all,

To remove a greyed out account on the MS Authenticator app, you must delete the account to the smartphone.

For example, you want to remove the foo@bar.com account to the ms authenticator app
For Android :
- You edit your smartphone parameters --> account
- You have to see an entry "professionnal account" foo@bar.com
- Delete this account
- Return to the MS Authenticator app, the "evil" entry has disappear !

Hope it works for you !



· 6 ·
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Thank you so much. The issue is resolved on my Galaxy phone by deleting the account from the phone settings > Accounts and backup > Accounts.

4 Votes 4 ·

Thanks a ton, I had tons of test accounts.

0 Votes 0 ·

Thank you Seb.

0 Votes 0 ·

I use the Teams app on my personal phone to access my organization's Team server. But we don't use MS Authenticator, we use another means of 2FA, so I end up a greyed out account in Authenticator.

I should be able to remove the greyed out account from Authenticator, period, not being forced to remove an account that I actually need on the phone.

0 Votes 0 ·

Hello Seb
Did not worked for me. My work account was migrated recently from @oldaddress.com to @newaddress.com
Of course i deleted work account in my phone and recreated it. I have 2 instances of Authenticator app.
One is tied to work account and has active work account - so this instance is fine.
Problem is my personal Authenticator instance - it has active personal account entry (which is OK) and 2 greyed out accounts - @oldaddress.com and @newaddress.com
i checked my MS account but i can't remove them from there.
Can you please help with this?

0 Votes 0 ·

@SebMenard any chance you know how to do this for Apple/iOS devices?

0 Votes 0 ·
BurgerhoutJ avatar image
1 Vote"
BurgerhoutJ answered ·

Thanks Seb,

This worked like a charm!

Have a nice weekend.

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