I cannot log in Azure portal

Question

Hello

I have lost the mobile device that installed the Microsoft authenticator and I did not backup authenticator configuration. Once I get new mobile device with Microsoft authenticator and add the email address that used to login the Azure portal, however, cannot receive the notice that sent by Azure portal login process (We've sent a notification to your mobile device. Please open the Microsoft Authenticator app to respond.)

Could you please help? Or is there any Azure help-deck phone number I can reach for this technical issue?  

Thank you very much.

Answer 1

Hello luck4zhang,

Few things to we can get done here:

1. Recover your account on the Authenticator App - The Microsoft Authenticator app backs up your account credentials and related app settings, such as the order of your accounts, to the cloud. After backup, you can also use the app to recover your information on a new device, potentially avoiding getting locked out or having to recreate accounts. If you're running an iOS or an Android device, and if you've turned on Cloud Backup on your old device, you can use your old backup to recover your account credentials on your new device. Follow this document to try to recover your account on the authenticator application - Recover your account credentials on your new device

2. Getting your account cleared/reset by the Organization's Help desk - You can contact the Global/User Administrator of your Organization and have them clear all he Multi-Factor Authentication settings, meaning the 2nd factor authentication to be disabled, your old device information to be deleted from the tenant and then the MFA settings to be Enforced again. After your settings are cleared, you'll be prompted to register for two-factor verification the next time you sign in.

3. Now once you have set up the MFA for your account again, you can then setup your new mobile device with the Authenticator application - Set up an authenticator app as your two-factor verification method

Let us know if this helps you out.

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Answer 2

Hello,

Any update on the issue?

If the suggested response helped you resolve your issue, do click on "Mark as Answer" and "Up-Vote" for the answer that helped you for benefit of the community.

Thanks.

Answer 3

Hello,

Any update on the issue?

If the suggested response helped you resolve your issue, do click on "Mark as Answer" and "Up-Vote" for the answer that helped you for benefit of the community.

Thanks.

Answer 4

Thank you very much for the response, and sorry for the late response. 

1. I am using my personal hotmail email to log in the Azure portal. So, there is no org helpdeck.

2. The Microsoft Authenticator app has my email account (which used to log in Azure), however, it looks the Microsoft Authenticator app does not link with the Azure portal
- cannot receive the notice once Azure portal said sent
- it is not working once I enter the 6 bits code displayed in the Microsoft Authenticator app to Azure Portal. 

3. is there any execption process can bypass the MFA or reset the Azure MFA with Microsoft Authenticator app?

Thank you very much again.