Unable to use work account

Dear Harsh Patel (LCL),

If you have switched to a new device and can no longer access your work account because you do not have access to the Microsoft Authenticator app, the best next step depends on whether the account is managed by your organization.

First of all, if you still have access to another signed-in device or browser session, try signing in to https://mysignins.microsoft.com/security-info and check whether you can add a new authentication method or reconfigure Microsoft Authenticator.

If not, since this is a work account, please contact your organization's IT administrator. They can reset your multi-factor authentication (MFA) methods or require re-registration of the Microsoft Authenticator app so that you can sign in on the new device.

For more information and instruction, please ask the IT Admin to follow the Microsoft Official Guide here: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 

Note: As this is a public community forum, no one here has access to your account or organization settings, so I cannot reset MFA on your behalf. The best option is to contact your IT Admin. For reference: How do I find my Microsoft 365 admin?

However, if you are the only Global Administrator, you will need to contact Microsoft Data Protection Support to request an MFA reset. They will verify ownership of the tenant before assisting. If there are other Global Administrators in the organization, ask one of them to reset your MFA methods instead.

The most direct method is to call Microsoft's support line to raise a request for regaining your account access. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

Note:

• You may also consider calling a Microsoft support number for a different region if support in your local region is unavailable or unable to route your case appropriately.
• While calling, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore it and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.  

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

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes  

This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

I hope the information shared is helpful. If you have any questions or stuck on any steps, please feel free to reach out. Looking forward to your update.