question

mostafamaged-0969 avatar image
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mostafamaged-0969 asked JamesTran-MSFT edited

A problem with accessing authenticator

I am trying to login authenticator app with my work account, after entering my email and password i am asked to enter the code displayed on my authenticator app, how can i do that if i am not even logged in, Note: everything was fine but after I reseted my phone to factory settings and started setting up my apps again i found this problem

microsoft-authenticator
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1 Answer

JamesTran-MSFT avatar image
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JamesTran-MSFT answered

@mostafamaged-0969
Thank you for your post and I apologize for the delayed response!

Since you're having issues with your Authenticator App, you should be bale to select the Forgot my password? option during login.

1) Since you can't use the Authenticator App to verify your identity, you can select User 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 Account. For more info.

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If you're using your onmicrosoft.com or tenant specific account, you can still select Forgot my password?, which will take you other authentication methods to login. If none of the above options work, you'll have to reach out to our Azure Data Protection team for further assistance - (866-807-5850).
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For future reference, I'd also recommend creating and managing an emergency access account in Azure AD, this will help prevent being accidentally locked out of your Azure Active Directory (Azure AD) organization because you can't sign in or activate another user's account as an administrator.


Additional Link:
Common questions about the Microsoft Authenticator app


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.

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