Why is my authenticator not giving me the code?

Leonardo Viezzoli 0 Reputation points
2026-10-20T09:17:23.5266667+00:00

Hi, i'm Leonardo and i have been struggling for days trying to delete an account of mine, thanks to the Microsoft authenticator.

Almost one year ago i had subscribed to Visio plan 1 and stopped using it recently, so now i want to get rid of it.

Unfortunately i had plenty of problems trying to sign in to my account, (i still can't do it).

I tried getting help by microsoft instruments but they didn't helped at all.

Finally i've made progresses: i've found that Visio plan 1 accounts are treated like "business accounts", so you have to sign in in a different way.

For example you have this strange thing called "username" that has a structure like this: [Moderator note: Personally Identifiable Information removed] @RobertoPezzali.onmicrosoft.com

This thing is your username and you use it to sign in; then you have a password, but it's not finished yet: you also have to identify yourself writing an authentication code, created by the authenticator Microsoft app.

I didn't know that last thing, so i downloaded authenticator, logged in with my Visio plan 1 account and then i looked for the code, but...there is no code.

My Visio plan 1 account doesn't give me any code and i don't know why; for now i'm unable to get rid of Visio and so i'm still paying for that, even though i can't use it, (because of the access problems).

What can i do? Am i wrong with something? Please i need help.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Doris V 2,195 Reputation points Microsoft External Staff Moderator
    2026-10-20T09:48:58.15+00:00

    Dear Leonardo Viezzoli,

    Please understand that this forum is a public platform, and moderators will modify your question to cover your personal information in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data. 

    You appear to be dealing with a Microsoft 365 business tenant that was automatically created when you purchased Visio Plan 1, not a personal Microsoft account.

    Based on your description, I do not think you're doing anything wrong. The main issue is that your account is being asked for multi-factor authentication (MFA), but you no longer have access to the authentication method that was originally registered.

    If this Visio subscription created a single-user Microsoft 365 tenant and you are the only administrator, your situation becomes an account recovery and billing issue. In that case, you should contact Microsoft Support team via phone service number: Customer service phone numbers - Microsoft Support. 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.   

    To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

    IVR: What kind of problem are you worried about?

    You: Admin account locked

    IVR: What kind of product do you use?

    You: Office 365 for business

    IVR: Does it count for education or business?

    You: For Business

    IVR: Are you an admin?

    You: Yes

    IVR: Do you have another administrator in your organization?

    You: No

    IVR: Need a service request?

    You: Yes

    This should help you connect with a live support agent who can help you directly.

    If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

    1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
    2. Select any plan and click Try for free.    
    3. Complete the setup to create a new tenant.    
    4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

    Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.

    I understand that this issue may take some time to resolve and could impact your workflow. However, the following solutions have been effective in resolving Microsoft Authenticator issues.

    If you have any other questions, please feel free to reach out.

    If the answer is helpful, please click "Yes". If you have extra questions about this answer, please click "Comment".   

    Note: Please follow the steps in the forum documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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