MFA access code reset

To reset access when the MFA app was deleted, the MFA registration must be reset by an administrator or support, depending on the account type.

1. If this is a work or school (Microsoft Entra / Microsoft 365) account and there is another admin in the tenant:
   • Ask a Global Administrator to reset MFA for the account:
     • They sign in to the cloud service portal as admin.
     • Go to the MFA user management page: https://account.activedirectory.windowsazure.com/usermanagement/multifactorverification.aspx.
     • Select the affected user.
     • Select Manage user settings.
     • Check Require selected users to provide contact methods again and select Save.
   • After this, sign in again and reconfigure the MFA app on the phone.
2. If this is a work or school account and there is no other admin (only one Global Admin, who is locked out):
   • Contact Microsoft support by phone and request escalation to the Data Protection team to reset MFA for the tenant admin, as described in the Q&A references. Support will verify identity and then reset MFA so it can be set up again.
3. If this is a Microsoft Advertising (Xandr Invest/Monetize/Curate) account using an authenticator app (Google Authenticator, Auth0 Guardian, etc.) and the app was deleted:
   • MFA must be reset by Product Support:
     • Contact Product Support and request an MFA reset for the affected user.
     • Provide the account email address.
   • After MFA is reset, reinstall the authenticator app on the phone and complete MFA setup again.
4. If this is a personal Microsoft account (Outlook.com, Hotmail, etc.) and the authenticator/security info was lost:
   • If at least one security method (phone/email) is still accessible:
     • Go to the Advanced security options page.
     • Select Add a new way to sign in or verify and configure a new method.
     • Verify it with the code sent, then remove the old method that is no longer accessible.
   • If all security info is lost but the password is known:
     • Start sign-in.
     • At Verify your identity, choose I don't have any of these.
     • Follow the steps to replace security info. After replacement, there is a 30‑day wait before normal sign-in with the new info.
   • If the password is also forgotten and no security info is available:
     • Use the Microsoft account recovery form as described in the verification-code troubleshooting article.

For all cases, the deleted MFA app cannot be “recovered”; instead, MFA must be reset by an admin, Product Support, or Microsoft support/Data Protection, and then the app must be set up again on the phone.

References:

• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• Troubleshoot Microsoft verification code issues
• Microsoft Invest - Troubleshoot Multi-Factor Authentication (MFA)
• Microsoft Monetize - Troubleshooting MFA
• Microsoft Curate - Troubleshoot Multi-Factor Authentication (MFA)
• I need to reset my mfa methods - Microsoft Q&A
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A