Unable to reset password and access authenticator app

JKenneth 6 Reputation points
2022-02-07T09:23:02.09+00:00

Hi guys !

I’m currently unable to sign into my outlook account and I’m trying to reset my password but my Authenticator app has signed out and reset itself since I changed phones.
Now I’m able to get one of the codes from my secondary email address but I can’t completely approve the two factor authentication without access to the authenticator app.
Is there any way to go around this and try to text my mobile instead for the code ?

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.
5,573 questions
Outlook Management
Outlook Management
Outlook: A family of Microsoft email and calendar products.Management: The act or process of organizing, handling, directing or controlling something.
4,911 questions

2 answers

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  1. Louis Meuleman 5 Reputation points
    2023-02-16T17:40:42.26+00:00

    No answer, I have the same problem, and the recovery approach doesnt work: in the end I get by email a 4-digit security code, but the app needs a 7-digit number!

    I am running around in Microsofts beautiful loops but there is not way to recover my hotmail account!

    1 person found this answer helpful.
    0 comments
  2. JamesTran-MSFT 36,456 Reputation points Microsoft Employee
    2022-02-15T18:55:26.907+00:00

    @JKenneth
    Thank you for your time and patience throughout this issue! I was able to do some more digging and will share my findings below.

    To get back into your Outlook account since you can't reset your password or leverage your Authenticator App, you can always select the Forgot my password? option during login.

    1) If you set up an Authenticator App, you can verify your identity using the code generated within your app. Otherwise, you can select Use a different verification option.
    2) You can verify your identity via Email, Phone/Text, or Authenticator App. If you don't have access to any of these options, or if you never set this up you can select I don't have any of these.
    3) If you have your Recovery codes, you can use them. Otherwise, you can select No.
    4) After selecting No, you'll be redirected to fill out the Recover your account form to recover your Microsoft (Outlook) Account. For more info.

    Note: The login was done through Azure, but the same UI will be displayed when trying to login to Outlook.com
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    If you have any other questions, please let me know.
    Thank you for your time and patience throughout this issue.

    Please remember to "Accept Answer" if any answer/reply helped, so that others in the community facing similar issues can easily find the solution.