Forum Discussion
Cannot access my account after code from Authenticator App does not work after I change my mobile
Dear all,
I have been trying to access Microsoft Support, the problem is I cannot login because of code cannot verified from my Authenticator App after I change my mobile. I am asking if there is a way for me to contact a real huan support in Microsoft because right now, the call, the support chat is all control by AI, and the cannot answer my request to disable my Authenticator App.
I have nowhere to turn as I cannot find any answer to this problem in web, and their move to change all support into AI ether from call or chat make it worse
3 Replies
Hi, sorry you are stuck in that loop. If this is a work or school account, the fastest path is usually another Global Admin or Authentication Administrator in the tenant resetting your MFA methods from Entra ID. If you are the only admin, you will likely need Microsoft account recovery or Azure support to verify ownership, because nobody in the community can safely disable MFA for a tenant account. Once you regain access, it is worth creating at least two break-glass admin accounts with separate MFA methods so this does not happen again.
If you have changed phones and lost access to Microsoft Authenticator, you’ll need to use Microsoft account recovery process. You cannot disable Authenticator yourself without logging in, but you can escalate to Microsoft Account Recovery or tenant recovery (for business accounts). This requires proving ownership with billing details, subscription IDs, or domain verification. Once verified, Microsoft support can reset your MFA settings.
Dear Kidd
I went to this URL https://account.live.com/acsr . However it looks like the account is for personal. I have an issue where my personal account on Microsoft has a similar account name in the business account.
So whereever place I go in Microsoft recovery, the system assume a personal account, not a business account
