Locked our of 365

Lambert 0 Reputation points
2026-09-09T14:14:03.25+00:00

For the last 31 days I have been locked out of Microsoft 365 using my work domain. No one is helping me. The authenticator is not working because I had changed handsets. I need help.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Killian N 3,820 Reputation points Independent Advisor
    2026-09-09T14:32:44.47+00:00

    Hi Lambert,

    From what you've described, it sounds like your Multi-Factor Authentication (MFA) setup may need to be reset. This can sometimes happen after switching to a new device, replacing a phone, or reinstalling the Microsoft Authenticator app. Since your new device hasn't been registered yet, the authentication requests may still be linked to your previous device, which can leave you stuck in a sign-in loop.

    Because you're using a work account, the MFA settings are managed by your organization's IT administrator. Unfortunately, this isn't something that can be reset from the user side.

    I'd recommend reaching out to your organization's IT administrator and explaining that you're unable to sign in because you're stuck between Microsoft Teams and the Microsoft Authenticator app and are no longer receiving authentication prompts or codes.

    You can specifically ask whether they can:

    • Reset your MFA settings
    • Require MFA re-registration
    • Remove your existing Authenticator registration so you can set it up again

    You may also want to share the following Microsoft article with them: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

    If you are unsure who your IT administrator is, you can refer to this official Microsoft guide for assistance: How do I find my Microsoft 365 admin? - Microsoft Support   

    Once your IT administrator resets your MFA registration, you should be able to sign in again and go through the Microsoft Authenticator setup process from the beginning, including scanning a new QR code on your device.

    If you're the admin there's another administrator available, I'd recommend contacting them and asking if they can reset the MFA settings for the affected account through the Microsoft Entra admin center. This is usually the quickest way to regain access.

    I hope this points you in the right direction. If you're the sole admin and there's no other administrator, please let me know.

    I'm looking forwards to hearing from you.

    Best regards,

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