Authenticator App Not Working At All

Note: I noticed that this thread was originally posted in Traditional Chinese. However, since you are using English in your question, I will reply in English to make the discussion easier for you.

Dear @Tat Tang,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, you’re unable to sign in to your work account because Microsoft Authenticator is not generating codes after an iOS update, leaving you locked out of Outlook, OneDrive, and the admin portal.

You have tried to call to customer service of Microsoft but cannot resolve the issue. Your situation is important, and I want to help you resolve this as soon as possible.  

Please kindly noted: only IT/admin of organization can create support team. If you are Global admin, you can create ticket via steps below:

Option 1: Contact Microsoft Support by Phone    

If you are unable to access the Microsoft 365 admin center, you can contact Microsoft Support directly.    

Find the appropriate phone number for your region here: Customer service phone numbers - Microsoft Support    

To help you navigate the automated phone system (IVR), here’s an example of how the conversation might go:    

IVR: What kind of problem are you concerned about?     You: Administrator account locked  

IVR: What kind of product do you use?     You: Office 365 for business    

IVR: Education or business account?     You: For business    

IVR: Are you an administrator?     You: Yes    

IVR: Do you have another administrator in your organization?     You: No    

IVR: Do you need a service request?     You: Yes    

This should help you get connected to a live support agent who can assist you directly.    

Option 2: Create a Temporary Tenant to Submit a Support Ticket  

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     

I understand you're experiencing inconvenience and would like a Microsoft support representative to contact you directly to resolve this issue quickly. However, to ensure the Microsoft Support team has complete information and forwards your request to the appropriate department (Data Protection/Account Recovery), you must first raise a support ticket.

Creating a ticket will help the system record the details of your problem. After the ticket is submitted, Microsoft will assign a support representative to contact you directly to continue assisting and resolving your case. This is a mandatory process, especially for issues related to account access, MFA, or Microsoft Authenticator.

While this may take extra time, it's the only way to ensure your request is forwarded to the correct department and receives genuine support from an agent.

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

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