Microsoft authenticator app eroor

Hi kimseongwoo,

Good day! Thank you for posting in Microsoft Community.

I am sorry to hear that you are experiencing issue with accessing your Microsoft account due to the issue with your authenticator app.

May I know is your account a Microsoft personalaccount user such as Outlook.com, hotmail.com, or live.com, or a Microsoft business/education Exchange account user? If it's a personal account, just let us know, so we can engage a dedicated team for further check.

If it is a Microsoft business/education account, may I know have you set up any different authentication method, such as a verification code sent to your alternate email. If so, can try with select "Can't use Authenticator app right now" on the sign-in page and follow the prompts.

If still cannot access the account, can I verify did you change anything before the app stop working, such as using a new phone or formatting your phone?

• If nothing changes, you can try to troubleshoot this issue with this document: Troubleshoot problems with Microsoft Authenticator - Microsoft Support. Meanwhile, I understand the problem is related to authenticator app, I would also like to suggest you post your concern in the authenticator community "Microsoft Authenticator - Microsoft Q&A" to get the detailed help from the experts.
• If you have a new phone or did some changes on your phone leading to the fact that it couldn't authenticate your account, please contact your school/company IT administrator and ask the administrator to reset the authentication method for the account. Admin can do it by follow Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn. (If you are not sure who is your admin, can refer this How do I find my Microsoft 365 admin? - Microsoft Support).

Please note that as a community moderator, I have limited permissions and resetting the authentication method may require special permissions that are ONLY available to global administrator. That's why I redirect you to your admin.

If this is the only admin account, it is suggested to contact the Data Protection team as we are from the community team and are not authorized to reset any user/administrator accounts. The Data Protection Team is the only support team to verify and reset the account.

Please find support phone number for your country here: Customer service phone numbers - Microsoft Support

Please kindly note that you might be unable to connect with the Data Protection team directly, so you need to connect with other online support team such as billing support team and then ask to create a service request to the data protection team.

I have personally tried calling the hotline for several times. Based on my experience, here are a few tips that might help you navigate the system more effectively. Please note that the process might vary depending on your country, so some steps may be slightly different.

1. When prompted by the AI robot, mention that you have a business account.
2. To connect with billing team, clearly state that you need to "cancel subscription", "refund", "change payment method" as these are typically recognized as a billing issue.
3. If you are asked what is your domain name and when you provide your domain name, it is not recognized, you can use a simple one like abc.onmicrosoft.com or yourname.onmicrosoft.com.
4. Confirm that you are the administrator.

I truly appreciate your understanding and patience. Please try these steps and let me know if you encounter any further issues. We are here to support you.

Best regards,

Luckie Shi