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Having changed phones, I cannot log back onto work MS account on authenticator as I have no alternate log-on methods other than the alternator itself

Ollie Lincoln 20 Reputation points
2026-01-21T13:37:54.3033333+00:00

So, I have spent the first three hours of today trying to log into my old family MS account and the new work one.  I changed phones two days ago and so needed to sign back into the authenticator app.  Eventually I was able to get onto the old family account on the authenticator (via a code sent to my alternate gmail email), but I can't do so with the work account, I go through a hellish loop where it tells me to check the authenticator (when I am already on the app and no notification appears), or to request a verification code (which, again, requires the authenticator app to be working).  As I do not have an alternate email address set up for the work account, I am stuck. How do I contact support without being logged into my MS account? 

Microsoft 365 and Office | Subscription, account, billing | For business | iOS
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  1. Tina L 12,250 Reputation points Microsoft External Staff Moderator
    2026-01-21T14:31:36.72+00:00

    Hello @Ollie Lincoln,

    Thank you for reaching out to the Q&A forum!

    First of all, I appreciate the effort you have already put in to try to regain access to your work account. For your situation, I hope you understand that with work accounts, Microsoft Support cannot directly assist end users unless they are administrators.

    So, to support you better, please confirm these points: 

    1. Are you a regular user in your organization, or the IT administrator for your company? 
    2. And if you are an IT admin, are you the only admin? 

    If you are a regular user, or if your organization has another IT admin who can access the Microsoft Entra Admin Center, you will not need to contact Microsoft Support.  

    You can contact your IT admin, or helpdesk and request them to:    

    Revoke or reset your MFA settings in the Microsoft Entra Admin Center (remove the current authentication methods).

    사용자의 이미지

    For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

    Once your IT administrator resets your Multi-Factor Authentication (MFA) settings, the next time you sign in to your organization’s resources, you will be prompted to set up new security verification methods.  

    If you’re unsure who the Global Admin is within your company, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support 

    User's image Although I am a forum moderator and do not have access to your backend systems to help you directly, I have provided a detailed guide above that you can share with your IT department.

    Note: If you are the only IT administrator, please reply here so I can guide you through the appropriate ways to reach Microsoft Support. 

    Looking forward to hearing from you.

    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.     

    1 person found this answer helpful.

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