How can I sign into my work account on my authenticator

Hello @Erinma Ezenwanne

Welcome to the Microsoft Q&A Community! 

Thank you for letting us know about your situation. I understand you are unable to sign in to your work Outlook and frontline applications due to repeated requests for authentication approval that you cannot complete.  

To ensure that I give you a proper solution, may I know if you are having User or Admin permission to your work account? 

In case it's a work or school account which you have User permission, an Admin can help you reset your multi-factor authentication (MFA) settings through the Microsoft Entra Admin Center. 

Please have your Admin follow the steps shown in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

1. Sign in to the Microsoft Entra admin center as at least an Authentication Administrator. 
2. User > all users.  Select the user you want to act on and select Authentication methods. then select Require re-register of multi-factor authentication.  

Require re-register MFA:  This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.  

Once the administrator completes the reset, you will be able to sign in again and add the account by scanning the new QR code provided during login. 

Once signed in again, I strongly recommend registering at least two authentication methods in your security settings to avoid future lockouts. 

In case you are having Admin permission and there are other Admins in your organization, kindly ask them to follow the given article to reset and revoke MFA settings for your account with other backup methods (e.g., SMS, email, or backup codes). 

In case you're the only Admin in your organization, I'd recommend you contact Microsoft’s Data Protection Team. They can reset MFA or grant temporary access after verifying your identity.  

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, asking for invoice info, etc. 

With your Admin account, please try creating the ticket via the phone number in this article Customer service phone numbers - Microsoft Support 

Once your ticket is assigned and you receive a call from an agent, please be ready to provide details associated with your subscription, such as: 

• Company name 
• Billing information 
• Registered phone number 
• Alternate email address 

Having this information prepared will help expedite the verification process. 

When you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: Authenticator. 

A: What products do you use? 

B: Office 365 for business. 

Verification: Education or company account? 

B: For companies 

A: Are you an administrator? 

B: Yes. 

A: Are there any other administrators in your organization? 

B: No. 

A: I need one.... Service request? 

B: Yes 

Note:  

Sometimes, you may first hear an automated voice message. Please wait until it finishes. If an agent is available, you will then be connected and receive assistance. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. We sincerely apologize for any inconvenience this may cause. 

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead. 

Feel free to correct me in case there are any misunderstandings or if you need further assistance.

I am happy to help!

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".  

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

It sounds like you're experiencing issues with signing into your work account using the Microsoft Authenticator app. Here are some steps you can take to troubleshoot this problem:

1. Check Your Authenticator App: Ensure that your Microsoft Authenticator app is properly set up. Sometimes, the app may need to be refreshed or reconfigured. If you have recently changed devices, you may need to set up the app again.
2. Use Recovery Email: If you are unable to receive the code through the Authenticator app, try using your recovery email address to log in. This may allow you to receive a code via email instead.
3. Clear App Data: If the app is not displaying the codes, consider clearing the app's data or reinstalling it. This can sometimes resolve issues with the app not functioning correctly.
4. Contact Support: If you continue to have issues, you may need to contact your IT department or Microsoft support for assistance, especially if you are locked out of your account.
5. Alternative Authentication Methods: If possible, consider using alternative authentication methods such as receiving a code via text message or a phone call, if those options are available to you.

These steps should help you regain access to your work account. If the problem persists, further assistance from your organization's IT support may be necessary.

References:

• Troubleshoot sign-in issues and account access problems
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app