MFA & Verification Issues

Fix Microsoft 365 Authenticator Not Working and Reset MFA

Maira Mehtab Sep 22, 2026 869 views

Question details

The user is locked out of their paid Microsoft 365 Business Basic account because the Microsoft Authenticator app is malfunctioning, preventing sign-in.

Product: Microsoft 365 Business Basic
Device & OS: not provided
Scenario: Trying to sign in to a Microsoft 365 admin or user account but failing due to multifactor authentication (MFA) application issues.
Observed behavior: The Microsoft Authenticator app is not working, making the subscription unusable as the user cannot complete the security verification step to log in.

Before you start

Gather your Microsoft 365 billing information, domain details, and original account creation emails to verify your identity with support if an administrative reset is required.

Solution 1Recommended

Contact Microsoft Data Protection Team for MFA Reset

The most secure and direct way to regain access if you are the sole administrator locked out by an Authenticator failure.

When the sole administrator of a Microsoft 365 tenant is locked out due to MFA failures, self-service password reset usually cannot bypass the Authenticator requirement. You must verify your business identity directly with Microsoft support.

Find the support number

Locate the official Microsoft 365 Business support phone number for your specific country or region via the official Microsoft website.

Verify ownership

During the call, provide your account details, domain name, and billing information to the support representative so they can authenticate your identity.

Request MFA reset

Ask the Data Protection team to clear or reset the multifactor authentication settings for your administrator account.

Reconfigure Authenticator

Once access is restored, sign in to your Microsoft 365 account on the web and follow the prompts to set up the Microsoft Authenticator app again, or configure a secondary secure sign-in method.

Verification Time: Data Protection team verifications may take some time depending on case volume. Be prepared to wait while they securely process your account recovery request.

Solution 2

Reset MFA via Microsoft 365 Admin Center

Use this method if another global administrator still has access to the Microsoft 365 tenant.

Free Microsoft Office alternative

Switch to WPS Office for Hassle-Free Document Management

If complex account management and authentication lockouts are disrupting your workflow, consider WPS Office. It provides a lightweight, highly compatible, and user-friendly alternative to Microsoft 365, allowing you to focus on your documents without the overhead of enterprise-level administration.

1. Download WPS Office: Visit the official WPS Office website and click the Free Download button for your operating system.
2. Install the software: Run the installer and follow the on-screen prompts to complete the rapid setup process.
3. Start working: Open WPS Office and instantly start creating or editing your documents, spreadsheets, and presentations with no complex account barriers.

No complex mandatory multifactor authentication required for offline document editing.Highly compatible with Microsoft Office formats including DOCX, XLSX, and PPTX.Lightweight and fast installation compared to Microsoft 365 apps.Free built-in PDF editing and format conversion tools.

microsoft office alternative - wps office

Frequently Asked Questions

Why is my Microsoft Authenticator app not receiving push notifications?

This often happens due to network connection issues, battery optimization settings on your phone putting the app to sleep, or an expired account token. Ensuring the app has unrestricted background data and battery usage often resolves temporary syncing issues. You can also open the app manually to check for pending codes.

Can I bypass the Microsoft Authenticator requirement if my phone is lost or broken?

If you previously set up an alternative verification method (such as an SMS number or secondary email), you can click 'Sign in another way' on the login screen. If no alternative methods were configured, an administrator must reset your MFA settings.

How long does it take for Microsoft support to reset an admin account's MFA?

Because of strict enterprise security protocols, the Data Protection team must thoroughly verify your identity before disabling security features. This process can sometimes take anywhere from a few hours to a few days, depending on the information provided.

Login & Account Issues