Lost access to Activision 2FA and backup codes

Support for recovering access to an Activision account is outside the scope of Microsoft account and Microsoft Authenticator support.

For Microsoft accounts and Microsoft Authenticator in similar situations (new phone, no access to old authenticator, issues with 2FA), the supported options are:

1. If locked out of Microsoft Authenticator backup/restore
   • If Authenticator account credentials cannot be restored because the backup account cannot be accessed, support cannot recover them.
   • Use the Microsoft account sign-in helper to regain access to the Microsoft backup account: Sign-in helper.
   • If unable to restore for other reasons, re-add accounts to Authenticator following the service’s own 2FA reset/recovery process.
2. If unable to receive Microsoft verification codes
   • When signing in and prompted for security info that is no longer accessible, select “I don't have any of these” and follow the prompts to update backup security info or start account recovery.
   • If still not receiving verification codes, choose another verification method or wait until access to the registered phone/email is available. Support agents cannot send verification codes or change account details.
   • If completely unable to sign in to a Microsoft account, use the sign-in helper tool: Sign-in helper.
3. If 2FA/MFA methods must be reset for a work or school (Entra ID/Azure AD) account
   • A tenant Global Admin can require re-registration of MFA so that authentication methods can be configured again. See: https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options
   • If the only Global Admin is locked out and no other admin can reset MFA, a support ticket is required so the Data Protection team can assist with restoring access to the tenant.
4. If Authenticator app itself is not working on a new or existing phone
   • If Authenticator is locked on iOS after device migration, uninstalling and reinstalling the app has resolved the issue in similar cases.
   • If Authenticator hangs or shows only the splash screen, updating the phone OS and then reopening the app has resolved the issue in similar cases.

For the specific Activision account, follow Activision’s own account recovery and 2FA reset process, as Microsoft tools and support cannot modify or reset 2FA for third-party services.

References:

• Restore account credentials from Microsoft Authenticator
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Cannot authenticate with E-mail when logging into Microsoft Authenticator(iOS). - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Cannot unlock the Autheticator - Microsoft Q&A
• Microsoft Authenticator not working - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A