Cannot sign into work account

Question

Cannot sign into work account

Al H 20

Hi, I have 2 emails associated with my MS account, a Gmail address (I can sign in via authenticator app on iOS) and an email generated by MS. The MS email, I cannot login as I am not receiving Authenticator code, nor can I send one from app.

Is there a live chat for MS work accounts?

Any advice will be helpful.

Thanks

AL

0 comments

Answer accepted by question author

Helen Luu 2,865 Independent Advisor

Hello @Al H,

Based on the information you shared, I understand that you are having an issue related to your Microsoft Authenticator app and you have no alternative MFA method such as Phone or email.

Since you mentioned that your account has been generated by Microsoft, may I know if it is a business account or personal account (with @outlook.com or @hotmail.com)?

If it is a business account, to regain access, please help me contact your IT administrator or the person who manages your account and ask them to reset your multi-factor authentication (MFA) settings from the Microsoft Entra admin center. For guidance, they can refer to this article: Manage authentication methods for Microsoft Entra multifactor authentication

Once the MFA has been reset, you will be able to sign in to your account and set up the Authenticator app normally. Additionally, I highly recommend adding an extra MFA method, such as a phone number or email address, as a backup in case the Authenticator app is unavailable in the future.

Otherwise, if you are the only user or administrator of the tenant or using personal account, you will need to contact the Microsoft Support Data Protection team to have your MFA reset. Please locate the appropriate Microsoft support hotline for both business and personal account and contact the frontline support team so they can raise a ticket on your behalf: Customer service phone numbers - Microsoft Support

Please note that this is a user-to-user support forum. Only Data Protection team can help you to revoke the session and reset your password, account, MFA...

Feel free to let me know if there are any updates or if you have further questions regarding this issue.

Al H 20 Reputation points

2026-07-29T18:49:47.4133333+00:00

Thanks for this.

The MS email ends in onmicrosoft.com and I am the only user/admin.

I was able to reset password yesterday; however, when I attempted login, it required authentication code.

I’ll try to contact MS.

Thanks again, have a good day.

Al
Al H 20 Reputation points

2026-07-29T18:59:43.25+00:00

Update. I called and got the automated system. Basically directs me to the same website that is online. Not much help really. To start a ticket, it gave me an online address. Fingers crossed
Al H 20 Reputation points

2026-07-29T19:14:58.1833333+00:00

Another update. Asked automated system to start a ticket. Told me to find email from previous case and reply to start a new ticket. I don’t have a previous ticket. Try again with a different request.
Helen Luu 2,865 Reputation points Independent Advisor

2026-07-30T13:58:01.0933333+00:00
Hi AI,

Thanks for your prompt response.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

What kind of problem are you experiencing?

Answer: Authenticator

What products do you use?

Answer: Office 365 for business

Is this for an education or company account?

Answer: For companies

Are you an administrator?

Answer: Yes

Are there any other administrators in your organization?

Answer: No. I am the only admin in my tenant

Do you need a... Service request?

Answer: Yes. I need to create a ticket.

Please help me to try and let me know if the automated call do not create a ticket for you.

1 additional answer

Your answer

Al H 20 Reputation points

2026-07-29T18:49:47.4133333+00:00

Thanks for this.

The MS email ends in onmicrosoft.com and I am the only user/admin.

I was able to reset password yesterday; however, when I attempted login, it required authentication code.

I’ll try to contact MS.

Thanks again, have a good day.

Al
Al H 20 Reputation points

2026-07-29T18:59:43.25+00:00

Update. I called and got the automated system. Basically directs me to the same website that is online. Not much help really. To start a ticket, it gave me an online address. Fingers crossed
Al H 20 Reputation points

2026-07-29T19:14:58.1833333+00:00

Another update. Asked automated system to start a ticket. Told me to find email from previous case and reply to start a new ticket. I don’t have a previous ticket. Try again with a different request.
Helen Luu 2,865 Reputation points Independent Advisor

2026-07-30T13:58:01.0933333+00:00

Hi AI,

Thanks for your prompt response.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:

What kind of problem are you experiencing?

Answer: Authenticator

What products do you use?

Answer: Office 365 for business

Is this for an education or company account?

Answer: For companies

Are you an administrator?

Answer: Yes

Are there any other administrators in your organization?

Answer: No. I am the only admin in my tenant

Do you need a... Service request?

Answer: Yes. I need to create a ticket.

Please help me to try and let me know if the automated call do not create a ticket for you.

Answer 1

Yes. For a work or school account, if self-service password reset is enabled, the password reset page is available at Reset password. If sign-in is blocked by Microsoft Entra multifactor authentication after repeated attempts, wait and try again later or use a different MFA method if one is available.

For the missing verification code or Authenticator prompt:

Avoid repeated code requests. Excessive or repetitive requests can trigger a temporary block and stop codes from being sent.
If SMS or email is an available method, check that the security info is correct:
- Go to the Security info page.
- Select Update info.
- Use a method that is known to work, or select I don't have any of these to replace security info.
If email is used for verification, check the junk folder. Valid verification emails come from @accountprotection.microsoft.com.
If the phone blocks texts from unknown numbers, change that setting and then choose I don't have a code to request another code.
If a VOIP number was added, replace it with a mobile number. VOIP numbers cannot be used to sign in or receive verification codes.
If another sign-in method is available, use that instead.

If the Authenticator method is no longer working and no alternate method is available, contact the organization's Help desk or IT administrator and ask them to clear or reset the MFA settings. If the device was lost or changed, clearing those settings will prompt re-registration the next time sign-in succeeds.

If there have been many failed sign-in attempts, Microsoft Entra MFA can block additional attempts. An IT administrator can investigate Microsoft Entra sign-in logs.

For live support, the documented path for work or school accounts is the organization's Help desk or IT administrator. If additional admin support is needed, admins can use Microsoft support phone options listed in the support article.