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Can't access school/work accounts with authenticator on new Phone, factory-reset old Phone.

Anonymous
2023-12-15T02:18:19+00:00

I got a new iPhone and moved all my data before factory-reseting my old phone. Now I realize that was a mistake. I used the authenticator app on my old phone to access my work and school accounts, and now I can't sign into those accounts. I can still access my personal Microsoft account, but not the others.

Please help: How do I recover those accounts without access to authenticator on my old phone (since I wiped it via factory-reset)? What can I do?

Microsoft 365 and Office | Install, redeem, activate | For education | iOS

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  1. Anonymous
    2023-12-15T05:49:18+00:00

    Hi Jonathan Poland,

    Thank you for posting to Microsoft Community. We are happy to assist you!

    As per the description you have shared, we understand that you have lost access to your Authenticator app on your old phone and can't able to sign into your account.

    We do understand your concerns here, but as your query related with account, it needs to check from back-end side, since we belong to Microsoft community site and our forum is public, we have no privilege to examine account related queries. Please refer to the suggestions below to access your account

    1. May I know do you have Use a different verification option or can't use Authenticator app option on the login page, Please refer to the link https://support.microsoft.com/en-us/topic/change-how-you-do-additional-verification-956ec8d0-7081-4518-a701-f8414cc20831 if you have that kind of option, please click on it and check if you are able to get the authentication code with different methods.

    2. If your M365 Admin did not set up additional authentication method. May I know if your impacted business account is a regular user account or M365 global admin account? If it’s a regular user account, you need to contact your M365 admin and ask the admin reset your MFA method for you. You may refer to the link for details. https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings

    3. If you are the only M365 global admin account in this tenant, we sincerely recommend that you contact our data protection team directly via phone support. The Global Administrator account is relevant to the security of your organization, we value the security and privacy of your organization, so for your concerns, you can contact our hotline via https://learn.microsoft.com/en-us/microsoft-365/admin/support-contact-info?view=o365-worldwide&viewFallbackFrom=o365-worldwideand we will create a service request ticket for you. So our data protection team can assist you further. If there is another admin you can find, please follow https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings and reset your authenticator.

    We really appreciate for your kindly understanding and cooperation on this matter. For other questions, feel free to add your post in the Microsoft Community team.

    Regards,

    Microsoft Community

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  2. Anonymous
    2023-12-15T04:14:47+00:00

    Dear Jonathan Poland

    Thank you for posting in the Microsoft Community. We will be happy to assist you.

    We are looking into your situation, we will update the topic soon.

    Please appreciate your patience and understanding and thank you for your time and cooperation.

    Thank you

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