How to sign in to my account

Because this is a work/school (Microsoft Entra ID) account and the old device with Microsoft Authenticator was reset before removing the account, the sign-in options are now limited and must be reset by an administrator.

Use these steps depending on the situation:

1. Try any alternative sign-in methods
   • On the sign-in page, after entering the username and password, select Other ways to sign in or Sign-in options.
   • If SMS, email, or another method is available, use that to complete sign-in.
   • If successful, go to https://myaccount.microsoft.com → Security info and add a new sign-in method (Authenticator, phone, etc.) so the account is not locked to a single device again.
2. If no alternative method works and this is a work/school account where there is an admin
   • Contact the organization’s Microsoft 365/Entra administrator.
   • The admin can sign in to the Microsoft Entra admin center (https://entra.microsoft.com), go to Users → All users → [your account] → Authentication methods, and select Require re-register multifactor authentication.
   • After that reset, sign in again and set up Authenticator on the new device when prompted.
3. If this is a work/school account and the user is the only admin and is locked out
   • This requires Microsoft Data Protection team intervention to reset MFA.
   • Call Microsoft Support using the regional Customer service phone numbers and clearly state:
     • This is an Office 365/Microsoft 365 for business work/school account.
     • The caller is the only administrator.
     • Access is lost due to Microsoft Authenticator on a wiped device.
   • When the IVR asks:
     • Problem: say Authenticator or lost account.
     • Product: Office 365 for business / company account.
     • Are you an administrator? Yes.
     • Any other admins? No.
     • Do you need a service request? Yes.
   • Ask to open a ticket with the Data Protection team to reset the admin’s MFA methods.
4. If support is hard to reach
   • As shown in similar cases, a workaround is to create a temporary trial Microsoft 365 tenant, sign in to its admin center, and open a support ticket from there asking the Data Protection team to help with the original tenant’s locked admin account. After resolution, cancel the trial subscription.

Once MFA is reset and sign-in is restored, add multiple authentication methods (Authenticator, phone, possibly passkeys) to avoid being locked out if a device is lost or reset.

References:

• Sign in using Microsoft Authenticator
• Restore account credentials from Microsoft Authenticator
• How to sign in to a Microsoft account
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because it is requiring Authenticator app which I do not have - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A