how can I request that Microsoft remove two-step verification?

ui 20 Reputation points
2026-10-16T03:02:00.42+00:00

My phone is broken, and I cannot complete verification via the authenticator app; how can I request that Microsoft remove two-step verification?

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Jade Ng 16,040 Reputation points Microsoft External Staff Moderator
2026-10-16T03:53:35.63+00:00

Hello ui,

I’m very sorry for the inconvenience you’ve experienced, based on the details you shared. There is something I need to confirm with you is: Are you an admin or an end user?

If you an end user, I would recommend you contact your IT Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:   

  1. Sign in to the entra.microsoft.com as at least one Authentication Administrator. 
  2. Select User > All user.  Select the user (your account) to act on and select Authentication methods then select Require re-register of multi-factor authentication.  

Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.  

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For step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID | Microsoft Learn    

If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support  

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again. 

After you regain access to your account, you may also reach out to your IT administrator and ask whether they can temporarily disable MFA for your account, if needed.

By default, 2FA can be enforced or disabled by administrators via the Azure Active Directory portal. To disable 2FA for specific users: 

  • Go to the Microsoft 365 Admin Center > Users > Active Users. 
  • Select the user(s) and navigate to Manage multifactor authentication. 

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  • Disable 2FA for those users. 

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Official guidance: Disable per-user Azure AD Multi-Factor Authentication 

If you are an administrator or encounter any difficulties during the process, please feel free to let me know.

Thank you very much for your valuable time and your cooperation.

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  1. Bulldog 5,035 Reputation points
    2026-10-16T07:00:59.36+00:00

    Use your Microsoft account recovery code to bypass multifactor authentication (MFA) for your Microsoft account. Once you are in your account you can turn off MFA for that Microsoft account if you wish.

    That only applies to your Microsoft account, however. If you have other accounts that require MFA, Microsoft can't prevent them from requiring it.

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