Authenticator app support

Question

Authenticator app support

Melissa Casatelli 0

I am unable to add my account to the authenticator app because I no longer have access to the email address on file. I am also not able to add or update my email address because I can not confirm via the authenticator app so I am stuck. I am logged into my account with my password but can go no further with updating security.

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2 answers

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Answer 1

Select I don’t have any of these and replace all inaccessible security information with a new email address or mobile number you can access; the replacement then enters a mandatory 30-day waiting period before the new information can be used.^1^

Replace the inaccessible security information

Start a fresh sign-in to your personal Microsoft account.
At Verify your identity, select I don’t have any of these.
- Do not select one of the listed inaccessible methods.
- The purpose of this option is to begin replacing the registered security information, not to verify through an existing method.
Enter a new email address or mobile number that you can currently access.
Complete the identity and confirmation prompts.
After Microsoft accepts the replacement request, wait 30 days for the new security information to become active.

Because none of your currently offered methods is accessible, the normal Add a new way to sign in or verify route cannot be completed first—it requires verification. The full replacement process is the supported route for this situation.^1^

Important during the 30-day period

The waiting period is an account-protection measure and cannot be bypassed through Authenticator.
If you regain access to the old security information and use it to sign in during that period, Microsoft states that doing so will cancel the pending replacement.
Once the replacement becomes active, sign in using the new method, open Additional security options, select Add a new way to sign in or verify, and then configure Microsoft Authenticator.
If an old method shows Scheduled for removal, it remains usable until its scheduled removal date. You can also expand it and select Cancel removal if you regain access and want to keep it.^2^

If “I don’t have any of these” does not start replacement

Stop making repeated verification requests, because excessive attempts can trigger a temporary block. Wait at least 24 hours before trying again; some blocks can take longer to clear.^1^

If the replacement workflow still cannot be submitted, use Contact Microsoft Support from the same Microsoft Support article. Support can help identify the available recovery path, but agents are not permitted to send verification codes, bypass the waiting period, or directly change account security details.^1^

References

Answer 2

Please note that this forum is a community support space, so I don’t have the ability to access tenant data or perform actions such as resetting MFA/security information directly. I can only guide you based on documented processes and experience, but I will do my best to point you in the right direction so this can be resolved properly.

Dear @Melissa Casatelli,

I hope you’re having a good day.

Before suggesting specific troubleshooting steps, could you please confirm whether this is a: Work or school account (Microsoft 365 Business / Microsoft 365 organization account), or personal Microsoft account (such as Outlook.com, Hotmail.com, Live.com)?

If this is a personal Microsoft account

Select I don’t have any of these to start account recovery.
Review Microsoft's guidance for completing the account recovery form: Help with the Microsoft account recovery form | Microsoft Support
Once you regain access:
- Reinstall Microsoft Authenticator and enable cloud backup.
- Add backup MFA methods (SMS, email, security key).
- Create a new passkey in your security settings.

If you're using a work or school account, please note that MFA settings are typically managed by your organization's IT administrator. In this case, I recommend contacting your admin to verify your MFA configuration or reset your authentication methods.

Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

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If you are the sole Global Administrator on the tenant and don’t have access to any other MFA methods, then this becomes a full admin lockout situation. In that case, the only supported way forward is to contact Microsoft Support and request a tenant admin recovery / MFA reset. This request is handled by the Microsoft Data Protection / Identity team, who can verify ownership and unblock or reset the MFA configuration for your account.

Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

If you choose to contact Microsoft Business Support by phone, you may first be connected to an automated system before contacting a support professional. Based on similar cases of administrator lockouts, the conversation can go something like this:

Automated system: Are you calling as a private individual or a business customer?

You: Business customer.

Automated system: What do you need help with today?

You: Authentication problem.

Automated system: Which Microsoft product or service is affected?

You: Microsoft 365 for business.

Automated system: Can't sign in to the Microsoft 365 Admin Center?

You: Yes.

Automated system: Do you have another administrator in your organization?

You: No, I'm the only administrator.

Automated system: Are you a global administrator for the affected tenant?

You: Yes.

Automated system: Are you calling about an existing support case, or would you like to create a new one? You: I need to create a new support case.

In many cases, the automated system will then indicate that it can connect you with a support representative who can help create a support request and forward the case to the appropriate recovery team.

I would also recommend calling during opening hours when possible. From my experience, it can be difficult to reach the right support queue at times, and automated systems don't always behave as expected. If you can't get through on the first try, consider trying again later or at a different time of day.

If your organization’s Office 365 Business subscription was purchased through a partner or reseller, and you’re unable to open a service request directly, you may also contact the reseller’s support provider and ask them to open a support request on your behalf.

Alternatively, you can try set up a new trial tenant and submit your support request, please follow this link to create a trial tenant: Compare Office 365 Enterprise Pricing and Plans | Microsoft 365 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click Support > Help & support icon to raise your ticket. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

User's image

Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to. The support team will help you to create ticket on the affected tenant then later on the Microsoft Data Protection team will assist you.

If you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges. This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.

I hope my information is helpful.

Warm regards,

If the answer is helpful, please select "Yes, accept answer". If you have any questions or new updates, please feel free to comment below.