How to reset multi-factor authentication (MFA) on a new device or if a device is lost | Microsoft
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- Опубликовано: 20 авг 2024
- In this video tutorial from Microsoft, you will receive an overview on how to reset multi-factor authentication (MFA) in Microsoft Entra on a new device or if a device is lost, stolen, or a user changes their phone number.
Azure Active Directory is now Microsoft Entra ID, all other Azure Active Directory branded products are now “Microsoft Entra”. Any reference to Azure Active Directory within this video should be replaced with Microsoft Entra or Microsoft Entra ID as applicable.
I haven't setup the authenticator but being asked to enter the code generate from that. I got the login and password but cannot login to the only company account, how ridiculous that cannot login with any other 2FA that being set, but compulsory for MFA...
SO, USER HIM SELF CANNOT RESET MFA ?
But what if I can't log in into admin domain? Is there any solution to get access to admin in this case?
Hello there. We received your concern about being unable to log into the admin domain. This could be an account- or server-related concern. We know how important it is to access your account. Allow us to assist you on this matter, and in order to effectively do so, we'd like to verify the following:
1. Are you using your own business account, school, organization, or just a personal account?
2. Could you please share with us the exact error message you get when attempting to log into your admin domain? This message comes up after entering your username and last known password and clicking the 'Sign in' button.
3. Does the account have active security information, such as the recovery email address or phone number?
4. Is your account's two-step verification enabled?
5. What steps have you taken so far to be able to log into your admin domain? This avoids repeating suggestions and directs you to the next step in recovering a Microsoft account.
We'll await your response.
Hi there! Hope you're doing good today. We haven't heard from you since our last message, and this is just a quick follow up.
We want to ensure that your issue signing in to your admin domain account has been addressed as we asked you questions for us to isolate and provide appropriate resolution. Are you still having issues?
Feel free to contact us if you need further assistance. Have a wonderful day, and stay safe!
Me too.
@@MicrosoftCustomerSupport can you help me with this exact situation?
My authenticator goes in loop, it keeps asking me to open the same authenticator app where I am in. Im using the same device, with correct password, it just happened that i dont have a space for the given number to put in.
Can u please help me of this problem thank you
Hi, there. Thanks for commenting. We understand that you're having an issue with your Microsoft Authenticator app, as it keeps asking you to open the same authenticator even though you're already using it. We know how important it is to get this address, and we'll do our best to help you.
Please allow us to take a closer look at this matter so that we can assist you appropriately and effectively.
1. Are you using a personal or business account provided by an organization?
2. If you are using a business account, may we know if you are a standard user or an IT admin?
3. Aside from your Microsoft Authenticator app, do you have other security information set up on your account, like an alternate email address or phone number?
4. When did the issue arise? Have you made any changes to your account or device prior to the issue?
We'll be here for your reply.
Hi there. Hope you're doing great. We're just checking if you still need assistance regarding on your Microsoft Authenticator app. If yes, don't hesitate to send us a message. We'll be glad to help.
Stay healthy and have a great day ahead!
I am also using the same issue..i work in infosys
Lost my old phone with authenticator app. I had my school account(provided by the school) there .but if try to recover it says account doesn't exist
Hi there!
Thank you for reaching out to us. We see that your Microsoft authenticator is installed on the device that has been lost. Since you wanted to recover your school account, we would like to confirm if you have contacted your school IT for assistance in getting your account information. Also, do you have other security information associated with your account?
We'll be waiting for your response.
yes.contacted with the school it but no reply as of now(i need it urgently).cant microsoft support help me with it? i know my passowrd and every related info
We appreciate you informing us that you have already contacted your School admin. We know how important this account is to you. However, IT admins manage school accounts, and we have no visibility to the account due to privacy. Please stay connected with your IT administrator/School admin about this issue, as they have the tools and resources to further check the account. Make sure to take a look in your spam, junk, or other email folders for any updates they send. We sincerely ask for your patience and understanding on this matter.
Please let us know if you have any additional concerns so that we can assist you further. Keep safe!
Hello, i used multiple factors Authorization method for my device account but I lost my phone and now I m unable to log in. Please help me to log in
Hi, there. We apologize for the delayed response, and thank you for reaching out to us.
We understand that you are having issues signing in to your account using your authenticator app since you’ve lost your phone.
Let me ask for additional information, so we can provide you with an appropriate resolution.
1. What error message are you receiving when trying to sign in to msft.it/6053c4wWN? Please copy and paste the error message.
2. Do you have access to the security information, such as an alternate email address or phone number, to receive the verification code?
3. Is the Two-Step verification enabled on your account?
4. Is this personal or work account?
5. Are you using an iOS or Android device?
6. Were you able to create a backup of your credentials?
7. Have you filled out the Account Recovery Form: msft.it/6054c4wW4? If yes, what were the results?
We’ll wait for your reply. Have a great day.
Hello again! We hope you’re doing great upon receiving this follow-up message. We want to ensure that you were assisted accordingly, and we're just checking if you still need help with the multiple factor authorization on your account, as we haven’t heard back from you. If so, please answer our questions from our last comment, so we can investigate this further.
Feel free to get back to us if in any case you still need assistance. Have a great day!
Hi, I used multiple factors Authorization method for my dev account but I lost my phone and now I m unable to log in. Please help me to log in
me too
Worked perfectly, Thank you
Hello support! I had my school's student ID logged with Microsoft authenticator on in my old phone and i have lost my old phone and now when i log in my school account on new phone, it says enter the code in your microsoft authenticator app, now what do i do? Please help. Please
Hi I cannot login to my business account since i deleted my authenticator app and after reinstalling and the phone number which I had 2 factor authentication is also not working, I really need my account back please help
Hi there! Thank you for reaching out to us.
We understand that you need help with recovering your Microsoft business account, as you have deleted your Authenticator app, and the number linked to your account is not working.
We know the importance of resolving your concern and since you got us here, allow us to assist you. For us to do that, we'd like to ask these questions:
1. When you mentioned that your phone number is not working, may we know if you're getting any error messages when getting a code?
2. Does this account have any Microsoft subscription, such as Microsoft 365 or Xbox Live?
We'll wait for your reply.
@MicrosoftCustomerSupport
It is not a business account. It is a developer account.
1. The number is not in service, and i have a new number now, hence I can not use it to verify.
2. It does not have any subscriptions
Thank you for the clarification. We understand that you are using a developer account, and that since you have a new phone number, you can't use it to verify your identity.
For us to take a closer look, may we have the exact error message when signing in? We'd like to know, as this helps us determine our next step. We'll wait for your reply.
@MicrosoftCustomerSupport this error message is when I try to verify using phone number 500121
We appreciate your response. is it possible for you to copy the error message from the sign in screen and paste it here? Also, may we know if you have other security information aside from your phone number, such as an alternate e-mail address?
We look forward to your reply.
I resinstall app, now dont log in my account. Mobile also show use authentication app. Then How to log in for two factor authentication. No other options added
Hi there. We'd like to help you log in to your account using two-factor authentication. When you enable two-step verification, each time you log in on an untrusted device, a security code will be sent to your phone, email, or authenticator app. Do you have access to this?
Also, for us to provide the best option to assist, we'd like to clarify the following:
1. What is the error message when you try to sign in here msft.it/60139iCFx?
2. Are there any active Microsoft subscriptions on your account (Microsoft 365 or Xbox subscription)?
3. Are you using a personal, work or school account?
Looking forward to your response. - Maible
Hello again! How are you doing? Just a quick follow-up: do you still need assistance with the issue of being unable to log in to your account using two-factor authentication? If yes, please feel free to get back to us with the answers to our questions. We'll be here for you.
@@MicrosoftCustomerSupport hello it also happend to me can you help me?
I do not think this video is helping. I am a student and our student email uses Microsoft. We need to scan a QR code to fill out a Microsoft form before entering the lab but I cannot sign in to my student account because I have no access to my authenticator app in my old phone which has been broken. What should I do?
Hi there. We understand that you can't sign in to your student account. We know how important it is for you to access your account, since you need it to enter your lab. We'd like to inform you that since the account was provided and created by your school, they're the only ones who can access it, as they have all the information needed about your account. Can you please confirm if you have tried to contact your IT admin about your account?
For additional help. You can visit this page to learn more about your school account when using the authenticator app. Click here: msft.it/6052inJTI
Keep us posted.
Hi again!
We're checking in for an update on the issue with your Microsoft Student Account. In our previous message, we recommended reaching out to your IT administrator for assistance. However, we haven't heard back from you. If you still need help, please feel free to let us know. We're here and ready to assist with just one message.
@@MicrosoftCustomerSupport I have emailed them and they will reply to me perhaps next Monday
Thanks for getting back to us. It's good to know that you have already reached out to your school's IT administrator. In that case, please wait for their reply and let us know if you need further assistance. We'll be here on standby for your update.
Hi there. We haven't heard back from you. We just wanted to do a follow-up to check if we were able to assist you accordingly. We're hoping for positive feedback once you get in touch with your IT admin. If you have any Microsoft-related concerns, don't hesitate to contact us again. Have a wonderful day!
Hello Support. I need help. My phone is broken. I am unable to see the Authenticator app on the old phone. I now have a new phone. I not able to log in nor received a code. Can you help please?
Hello.
We have read your comment. We understand you're facing issues with the Microsoft Authenticator app on your new phone and now cannot log in nor receive the code for your email account. Let us look into this, and we'll do our best to help.
To begin with, we'll ask some questions to narrow down this:
1. May we know if you're logging in using a personal Microsoft account or a company/ school/organization email account?
2. Can you confirm if you can still access the recovery email addresses and phone numbers to request the verification code?
3. Are there any error messages when logging in? A screenshot/picture of the error will be helpful.
4. Have you tried any steps to address this issue? Please let us know, so we can check what other options we have to provide.
We'll keep an eye on your response.
With me I still have my devices I just happened to uninstall the app now when I reinstalled it attempt to sign , it says that I must go to the authenticator and insert the 2 digits when I am already in the app. It’s my school account and I reach out to my school for help but they didn’t find fix the issue it still does the same thing please help😢
Hi! There. Thanks for reaching out to us regarding your concern that it happened you uninstall the app now when you reinstalled it attempt to sign that you need to go to the authenticator and insert the 2 digits when you're already in the app. We know how important it is for you to get this sorted out because it is your school account. We highly recommend you to reach out directly to the school IT administrator since account is being managed by school/organization. Please let us know what is their recommendation.
We'll wait for your response.
@@MicrosoftCustomerSupport it does not give me the option to insert the two digits
@@MicrosoftCustomerSupport can I ask the to allow me to set up the mfa on account for the second time
We truly understand how important it is for you to set up your school account on the Microsoft Authenticator app for you to properly access it. Since the account you're using came from your school, please be informed that your school IT admin is the one who manages all school accounts and the restrictions set up on it.
With that being said, we encourage you to contact them again to check your school account and provide you necessary options about it. Your patience and efforts on this matter are highly appreciated.
Hi sandi did you solve the problem with the authenticator? Because im going through the same thing
I used multiple factors Authorization method to square my student account but I lost my phn and now I m unable to log in .so please help me to log in
Hi, Aman. We saw your comment. We understand that you're having trouble logging in to your account for you to use the multiple factor authorization method. We recognize that it's important for you to resolve the issue. We'd love to help you with this.
For us to also isolate the issue further, allow us to ask several questions.
• What is the status of your account if you sign in here: msft.it/6053iDDoN?
• Do you have access to the security information (an alternate email address or phone number) to receive the password security code?
• Are you using a school-provided email or personal account?
• May we know if the form you used to submit the account recovery form is here? Here is the link: msft.it/6054iDDo4 If yes, please send us the result message.
We're looking forward to your response.
Hi there, Aman. Hope you're doing great. We're just checking if you still need assistance regarding on regaining access to your account. If yes, don't hesitate to send us a message. We'll be glad to help.
Stay healthy and have a great day ahead!
Hi,
i lost my phone and it is not backed up and now in new phone when i am selecting alternative methods i am not receiving call as i am in a different country how to solve this
Hello, there. Thanks for your comment. We understand that you're having issues with your account because you lost your phone and don't have a backup. This feature doesn't work with your new phone because you're not receiving phone calls. We know how you want to resolve it. We're here to assist you.
Please give us with the following additional information so that we can further isolate the problem on your account:
1. Are you referring to resetting multi-factor authentication on a new device in Azure Active Directory?
2. Could you please supply us with the exact error message you received when attempting to log in at msft.it/6051iI5Rh? Please send us a screenshot.
3. What type of email account do you have, a personal or a business Microsoft account?
4. Do you recall your account's password? Yes, or no? Please do not provide your password for security reasons.
5. Do you have access on the email address or phone number associated with the account you want to recover?
We look forward to your response.
Hi, there! We haven't heard back from you. Hope you are doing well. Just a quick follow-up if you need further assistance with recovering your account. Hope you could answer those questions above so that we can better isolate your concern. Feel free to send us a message again if you need further assistance. Thank you and have a great day!
@@MicrosoftCustomerSupport I am having the exact problem with the user. I have tried the email associated with the account but I get a response that the email does not exist. Can you help me please.
We appreciate your time in getting back. We know that you need help to sort out this issue. Let us continue working on this.
When you receive an error message stating that the email does not exist, it could be due to the email address you entered being incorrect or misspelled, the account associated with that email address may have been deleted, suspended, or inactive.
Can you confirm if you are signing in using a personal Microsoft account or company/school/organization email account?
Hi, there! We haven't heard back from you. Hope you are doing well. Just a quick follow-up if you need further assistance with your account does not exist. Hope you can answer the last question that we provided above. Feel free to send us a message again if you need further assistance. Thank you and have a great day!
I cant login to my microsoft outlook account , my old phone is damaged and cant login on it due to the two factor verification on microsoft authenticator, its a school account and now i cant do anything in that , please help me out microsoft
Hi! Thank you for commenting. We’re sorry to hear that you’re unable to log in to your school Outlook account as you cannot access the Authenticator app on your damaged phone. Allow us to help you on this.
We’d like to inform you that school accounts are managed by the school’s IT administrator and only they have the ability to help with any issues related to your account. We recommend reaching out to your school’s IT department for assistance of managing your account and your Authenticator app.
We are looking forward for your concern to be solved. In case you have other question, please feel free reach us again.
Hello again!
We recently talked about your case here on social media, and we would like to know what you think of this experience with us. We would like to request a moment of your time to complete a questionnaire, where you can tell us what we've done well and what we can further improve on. If you have time, please fill it out.
If you need any further help, feel free to write again.
msft.it/6000co1ju
Thank you for your time, and we hope that you have a great day!
Hi, i changed mobile after that i lost authenicator app how now how to get it again
Hello, Suresh.
Thanks for reaching out to us. We see that you need assistance with your Authenticator app after changing devices. We know how important it is for you. Allow us to assist you. To better isolate the issue, we would ask you to help us understand the issue clearly by answering a few questions below.
1. Are you encountering issues after installing and logging in to your Authenticator app on your new device?
2. Have you taken any steps so far? It'll help us avoid repeating the same method.
3. Do you remember turning on the cloud backup on your old device?
We look forward to your response.
Suresh, good day! We haven't heard back from you about your Microsoft Authenticator app concern. Please let us know if you require any other help. If so, kindly send us another message, and we'll continue to assist you in getting this fixed. Our team is going to wait.
Please assist me... I need to do my assignments... They are due very soon... My school has not responded
We know how important it is to get access to your account as you have assignments due very soon. However, as much as we'd want to assist you further, your account is managed by your school organization and we strongly recommend to keep following up with them to reset your account at the soonest time possible.
We're hoping for your patience and understanding on this matter.
Hi I cannot login on my pc using the microsoft authenticator app because I accidentally unistalled the app from my phone and the account was no longer there and I really need it because our office VPN depend on MFA I contacted our IT person but it seems there is no way they can reset the configuration, please kindly assist.
Hi there. Thank you for reaching out to us. We see that you're unable to log in to your PC using Microsoft Authenticator app. Allow us to assist you with this.
Since you mentioned that you already reached out to your IT admin. We recommend reaching out again to them as they are the one who can configure and reset when logging in to your PC.
Hope this will be sorted out soon. Stay safe.
Hello again!
We recently talked about your case here on social media, and we would like to know what you think of this experience with us. We would like to request a moment of your time to complete a questionnaire, where you can tell us what we've done well and what we can further improve on. If you have time, please fill it out.
If you need any further help, feel free to write again.
msft.it/6009ibU35
Thank you for your time, and we hope that you have a great day!
Hi... i am suffering with the same.. Is the problem resolved??
Hi there! Your public post caught our attention. We can see that you're having trouble with Multi-factor authentication. Please provide more details about your concern so, we can address it accordingly. We'll wait for your reply.
Hello again! How are things going? This is a quick check-in to see whether you still need help logging into your PC using the Microsoft Authenticator app. If you do, please give us more details of your situation so we can assist you effectively. We'll await for your reply. Keep yourself safe!
Hi my kid uninstall my authicator app and now I can't get login in by install of authicator app it not showing any account after reinstalled...authicator app himself ask for authentication how can I provide?? The two digit code please help....
Hi, there. We saw your comment, and we understand that you need help regaining access to your account after your kid uninstalled your Microsoft Authenticator application. We know how important it is to get this address. We'll do our best to help you.
Allow us to take a closer look at this matter, so we can assist you accordingly and effectively.
1. Are you using a personal or business account?
2. Have you set up other security information on your account aside from the Microsoft Authenticator App?
3. Is two-step verification enabled?
4. Have you remembered backing up your account credentials in the Authenticator app?
We'll be here for your reply.
@@MicrosoftCustomerSupport it's my business account and I didn't set any other security check aside from the Microsoft authicator
@@MicrosoftCustomerSupport and yes two step verification is enable and no cloud backup
Thanks for confirming. Let's continue working on this together.
Can you please confirm if you have a Microsoft 365 business subscription?
Do you also have an IT admin? If yes, have you tried to reach out to them?
Keep us updated. - Maible
Hello again! We hope you’re doing great upon receiving this follow-up message. We're just checking if you still need help with your account, as we haven’t heard back from you. If so, we would like to let you know that work accounts are different from a regular Microsoft account since its settings can only be managed by your IT admin. This being said, we recommend contacting IT admin for further assistance regarding this issue
Thanks for understanding, and stay safe!
Can u please help me of this problem thank you
Lost my old phone with authenticator app.
I replaced my phone now i can't access my admin account since the only way to approve is via authenticator app which i still have to approve via the same app which i can't.. Kindly help
Hi there. Thank you for reaching out. We understand that you need assistance with your admin account because you can't access it without an authenticator app, and we're here to help. Are you a Microsoft 365 Business administrator? For that, we can isolate you and give you the best options for regaining access to your admin account. We're looking forward to your response.
Same problem please help
Hello please help me bro if you have any solution
Ita my school developer account
Its a developer account
HOW MY MOBILE AUTENTICATOR REAST BECOUSE FORGET
Hi there! Let's work this out. We want to make sure that we understand your concern, please tell us more of what is happening when using the Authenticator app on your mobile. We'll wait for your response.
Hi there! How are you doing? It appears that we haven't received a reply from you yet. We're hoping that your authenticator concern is already addressed. If not, then don't hesitate to provide more information about it. Thanks again, and have a great day.
To hell with this surveillence garbage. Shame on you for forcing this tyranny
I can't access my developer account, I enter the email and password, but it asks me to enter the code Enter the code provided in the Microsoft Authenticator app on your mobile device, but I can't connect. How can I recover my account?
I've even clicked on the option to reset my password, and I can, because it sends an email to the account recovery email, but after that it asks "verify your identity" and there are 2 methods: 1st Approve a request via the Microsoft Authenticator app and the other is to use the verification code and not do it in any way. The company documents are all there, I need support
I only used this application when necessary to carry out the product installation process on the machine. After completing the installation, I disabled it from my cell phone due to lack of space on my cell phone. After that, it was never necessary to use it again, as the account was always active on the computer. I need support, can anyone help me?
Hello there. We're sorry to hear that you're having issues accessing your developer account due to verification. We know how important having this addressed as it hsa your company documents. We'll do our best to help.
To start with, please provide us the following.
1. Were you the one who created the account or was it provided to you by your work/company?
2. Did you recently reinstall your Microsoft Authenticator application or did you change your device?
We'll wait for your reply. Thanks.
@@MicrosoftCustomerSupport 1) Yes, I was the one who created the account.
2) Shortly after the account was created, the application was uninstalled from the cell phone due to lack of space on the cell phone. And now that the code to enter the account has been requested again, the application has been reinstalled.
Can you help me? The company's files are all saved in the clouds.
We appreciate you getting back to us, Vanessa. We know how important it is for you to be able to access this account. Since it's a personal account and not provided by your company, you can follow the steps below on how to recover your account in the Microsoft Authenticator app:
1. Install the Microsoft Authenticator app on your smartphone again.
2. On an alternative device (laptop, etc.), go to msft.it/6057c8e7c.
3. Use your email address and usual password to sign in.
4. You will then be asked to approve a sign-in request; select Sign in another way.
5. On your mobile device, open the Authenticator app and select Begin Recovery.
6. Sign in to your recovery account using the personal Microsoft account you used during the backup process.
7. Check if your account credentials have been recovered on the new device.
You can check out this article: msft.it/6058c8e7Y for more details on how to recover account credentials in the Authenticator app.
Feel free to update us with the results.
Hello again, Vanessa. We'd just like to know if you received our message yesterday. Were you able to follow the suggestions we listed above? We are aiming to help you find a resolution to this issue with your Microsoft account. We'd highly suggest that you message us back if you need further help. Thanks again for reaching out, and we hope you're having a great day.
@@MicrosoftCustomerSupport There was some error in my previous speech. Yes, I created the account, but the account is directed to the developer account and not a personal account.
Remembering that I also cannot log in to the account through the app. And when I click on the backup option, the error message appears: no account found for backup.
Simply desperate because of the files that are saved there.
How can I recover my account? Can you help me?
Hy am using a school account. I lost my phone.. Authenticator has locked me out
Hi, Elisa! Thanks for your comment. We acknowledge your desire to restore access to your School account, however, it has been locked due to the loss of your phone containing the Authenticator app. We're here to assist you.
Have you already contacted your IT administrator to verify the status of your School account?, If yes, what suggestions have they provided to resolve the issue? We look forward to your response.
They said they will reset it.. They have dobe nothing up to so far.. It's been weeks.. I keep calling to no help.
We appreciate you sharing the information about this. Since your account is associated with your school, it is best to contact your school administrator for further assistance, as they will have the capability to reset your account if needed.
In any event that you may need any other assistance with any Microsoft services, please let us know, as we will be glad to help you out.
Yoooo unisa kodwa!!!
Thanks for the response, Elisa. We'd like to confirm if you were able to reach out to your school's IT admin to unlock your account as they have the capability to do that even if you don't have the phone with you. If not, please reach out with them. Keep us posted with the outcome.
I lost access to the admin acc itself :')
Hi!
We saw your comment that you lost access to the admin account. We are sorry to hear about this, and we know how important it is maybe for you to fix this. Let us look into this.
While we seek to provide as much assistance, scenarios like this require additional help from our dedicated team than we can safely achieve here. Have you already tried contacting Azure Support or Business Support regarding this business account-related concerns for further assistance?
We'll keep an eye on your response.
Hi again.
How are you? We hope that this message finds you well. Just checking in on you to know if you still needed help to access your admin account? Have you tried to reach our to our Azure or Business Support team?
We sincerely hope you get back to us, so we can utilize all our available resources in helping you if you still have questions or need further assistance. Thank you and stay safe.