Authenticator App - can't remove greyed out account

Ris Janssen 121 Reputation points
2021-01-27T10:27:40.33+00:00

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

Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
5,536 questions
Microsoft Entra ID
Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
19,563 questions
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14 answers

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  1. Paul Blank 1 Reputation point
    2022-04-23T18:16:21.627+00:00

    Removed the account from Android "Passwords & Accounts" and it disappeared from MS Authenticator. Note that I needed to do this twice before it "stuck."

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  2. Mandar Shirsavakar 1 Reputation point
    2022-06-08T15:06:03.13+00:00

    Hi,

    I am stuck in a same problem. I had authenticator on my old phone which I have lost. I tried using restore option, but it is not working. I am not able to sign into the MS account. Is there any way, I can sign in?

    Pls help

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  3. Wilson Crasta 0 Reputation points
    2023-01-27T19:53:57.13+00:00

    May you and your offspring be blessed with good fortune. You don't know how long this has been bugging me!

    0 comments
  4. Prestige Golf Cart Services 0 Reputation points
    2023-01-28T03:19:43.2866667+00:00

    Thank you Seb, very helpful.

    0 comments
  5. Tim Newell 0 Reputation points
    2023-04-25T22:20:21.66+00:00

    This worked exactly as described. Thanks very much.

    0 comments