MFA & Verification Issues

How to Reset Microsoft Authenticator MFA When You Cannot Sign In

Emma Brown Sep 25, 2026 869 views

Question details

The user needs to reset their Microsoft Authenticator multifactor authentication (MFA) to regain access to their Microsoft 365 account.

How to Reset Microsoft Authenticator MFA When You Cannot Sign In

Product: Microsoft Authenticator
Device & OS: not provided
Scenario: A phone change or incomplete Authenticator app setup is currently blocking login access to an onmicrosoft.com account.
Observed behavior: The user cannot sign in to their Microsoft 365 account because they are unable to complete the required MFA prompt.

Before you start

Determine whether your Microsoft 365 account is managed by an organization (such as an employer or school) or if you are the sole global administrator for your own tenant.

Solution 1Recommended

Contact Your Global Administrator (For Regular Users)

Use this solution if your account belongs to a company, school, or organization tenant.

Regular end-users do not have the necessary permissions to bypass or reset their own authentication methods when locked out. An administrator must clear the old settings.

Identify your IT contact

Locate the contact details for your organization's IT support desk or Microsoft 365 global administrator.

Request an MFA reset

Ask your administrator to access the Microsoft Entra admin center and require the re-registration of MFA for your specific account.

Reconfigure Authenticator

Once the administrator resets your methods, sign in to your Microsoft 365 account. You will be prompted to set up the Microsoft Authenticator app again from scratch.

Contact Your Global Administrator (For Regular Users)

Admin Instructions: If you are an administrator resetting this for a user, navigate to the Entra identity portal, select the user, and choose 'Require re-register MFA'.

Solution 2

Contact Microsoft Data Protection (For Sole Administrators)

Use this solution if you are the only global administrator for your tenant and find yourself locked out.

Solution 3

Contact Your Reseller (For Third-Party Purchases)

Follow these steps if your Microsoft 365 subscription was purchased through an external reseller or partner.

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Frequently Asked Questions

Why am I locked out of my Microsoft 365 account?

You may be locked out due to a changed mobile phone, an accidentally deleted Microsoft Authenticator app, or an incomplete MFA setup that prevents you from verifying your login attempt.

Can I reset my own Microsoft Authenticator MFA if I cannot sign in?

No. If you cannot sign in to complete verification, you do not have access to change your security info. You must rely on your IT administrator or Microsoft Support to clear your old MFA methods.

How long does Microsoft Data Protection take to unlock a sole admin account?

Unlocking a sole global admin account can take several days. Microsoft Support must follow strict security protocols and investigate thoroughly to verify your identity before resetting your MFA.

Login & Account Issues