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I can't login with to 365, because the Authenticator app doesn't work

Eva Reiske - team-mt 10 Reputation points
2025-07-08T20:09:35.2533333+00:00

I have another Microsoft Account, but I don't have access to it anymore.

ATTENTION: I am the administrator and user! Therefore I can't ask the administrator.

I can no longer sign in to our Microsoft 365 for Business. I have the access data (email and password), but I have obviously activated the 2-factor authentication. This will require a code from the Authenticator App. However, I deleted the app. If I go to "Restore" when reinstalling the app, I get the message that no backup is saved. If I go to "Add account", I can't register the account, because a code from the app is also required here.

Is there any way to log in to an account?  If not: How can the account be closed, how can the subscription be terminated?

Microsoft 365 and Office | Install, redeem, activate | For business | Windows

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  1. George Hepworth 22,765 Reputation points Volunteer Moderator
    2026-05-04T12:23:23.9566667+00:00

    Vulgarity and abusive language don't improve communication — and they're less likely to get you the help you need.

    That said, I do understand how frustrating an account access problem can be, and I genuinely hope you get it resolved quickly.

    Unfortunately, this public Q&A forum is not the right place to troubleshoot account-specific issues. Participants here — whether volunteers, Microsoft MVPs or other responders — have no way to access account records, verify identity, review subscription status, or take any action on your behalf. Even if someone wanted to help you directly, they simply don't have the tools to do so.

    For a sign-in problem, you need to go through official Microsoft support channels, where agents can actually see your account and take action:

    • Microsoft Support: https://support.microsoft.com

    • Microsoft 365 Admin Center (if you're an admin): https://admin.microsoft.com

    • You can also call or chat with support directly from the Support page above.

    If your account is managed by an organization (work or school), your IT department or administrator is the correct first contact — Microsoft will often require their involvement anyway.

    Wishing you a quick resolution.

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  3. Adham Mazlan 0 Reputation points
    2026-01-17T04:49:25.15+00:00

    Had the same issue, cant login as the page prompt me to approve the code in the authenticator app. cant access the app and therefore stuck at this process. called MS support and spoke to AI whom dont understand what i try to explain.

    the issue is that we cant access/approve via authenticator app tried another method - verification code, but the code is sent to device, which i think must be the authenticator app and again cant login with both method.

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  4. Eva Reiske - team-mt 10 Reputation points
    2025-07-09T07:34:47.2933333+00:00

    That doesn't work. I am not able to speak to a person and the bot always says "I don't understand you" please enter an online ticket. But you know what? To enter a ticket I have to sign in.

    It's so stupid. I think I will stop my payment and then Microsoft will cancel my account.

    I try to get access for two days now, always doing the same circles, wondering when Microsoft will notice that it doesn't make sense to ask people to login, if they have problems to login.

    Thanks for your suggestion, but I give up.

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  5. Dora-T 13,060 Reputation points Microsoft External Staff Moderator
    2025-07-09T01:42:57.2066667+00:00

    Hi @Eva Reiske - team-mt

    Thank you for reaching out to Microsoft Q&A Forum and I apologized for any inconveniences cause by this issue. 

    May I know if you are still able to sign in to your account using any alternative methods? (Phone or SMS)? 

    If yes, you could access to this link: https://mysignins.microsoft.com/security-info to delete old Authenticator (if you had) and then register for new MFA on Microsoft Authenticator again. 

    Since you're the only administrator and user of the account, and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to DataProtection team who could help you to regain access.   

    Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days. I know that this is not a convenient solution to hear but it seems to be the only way, and it's recommended that you should have a secondary/backup Global Administrator to fix this issue on your own.   

    Thank you again and your understanding is highly appreciated.

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