Not able to use my Authenticator app

H Roshaan,

I hope you're doing well.

Sorry to hear you're having trouble signing in to your Microsoft account.

Based on the information you've shared, it sounds like your current MFA setup may need to be reset so that Microsoft Authenticator can be configured again.

If you are a user or not the only administrator in your organization, I recommend contacting your IT administrator and asking them to reset the multifactor authentication (MFA) methods for the affected account through the Microsoft Entra admin center. This is typically the fastest way to restore access.

For reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID

If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support   

If you are the only Global Administrator in the tenant and no other administrators are available to assist, then the only way to regain access is contact Microsoft support. Please try locating the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support 

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts. 

When contacting Microsoft, be prepared to verify ownership of the subscription. You may be asked for information such as:

• Organization name
• Billing or payment information
• Registered phone number
• Alternate email address

Once your identity is verified, the privacy team will be able to reset your MFA settings. You can then reset your account in the Microsoft Authenticator app on your new device or choose a different authentication method to sign in.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)   

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:     

• IVR: What problem is bothering you?
• Client: Lost access to the only admin account
• IVR: What product do you use?
• Customer: Office 365 for business
• IVR: School or Business Account?
• Client: Companies
• IVR: Are you an administrator?
• Client: Yes
• IVR: Is there another administrator in your organization?
• Client: No. I am the only admin in my tenant    
• IVR: Do you need to create a support ticket?
• Client: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected. If you can't get through on your first try, I suggest trying again later or at a different time.

In case you are unable to contact the frontline support:

Consider signing up for a trial subscription to create a new tenant: Microsoft 365 Business Plans and Pricing | Microsoft 365

Once set up, you can access the new tenant's admin console and submit a support ticket to speak with the data protection team on behalf of the previous tenant. Once your issue is resolved, please remember to cancel the trial subscription to avoid any unintended charges.

If your organization's subscription is from a partner or reseller: Contact the reseller's support provider to help open a service request on behalf of you instead.

I hope this helps point you in the right direction. If you have any updates or additional questions, feel free to reply back and I'll do my best to assist further.

Best regards.