Authentication app

Hi Skylar,

Just to briefly clarify before we go any further, independent advisors, including myself, are members of the community and do not have access to user account settings, and cannot assist with logging in, resetting MFA or changing access rights.

Based on your description, it sounds like the accounts were restored in Microsoft Authenticator from iCloud, but the restored entries no longer contain the device registration needed to approve sign-in requests. This can happen after an iPhone restore, device replacement, or when Authenticator account data is recovered from backup.

If your account is provided by your company, the only available recovery option is to contact your organization's IT administrator or IT support team for assistance. Unfortunately, this is not something that can be done on the user's side, as administrative access is required to perform account recovery.

Please contact your company's IT admin and share with them the article: Manage user authentication methods for Microsoft Entra multifactor authentication, so they can assist with resetting MFA for your account.

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.

However, if you are the only user or only admin in your Microsoft 365 environment, you'll have to contact support via phone (Work account tab) and request assistance from the Data Protection team, as they are the team responsible for handling account ownership verification and account recovery requests.

(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 countries, an automated voice system is used. Example of a dialogue:

• 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 directly to the Data Protection Team.

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.

I hope this points you in the right direction. If you have any further questions or updates, please don’t hesitate to share.