RESOLVED: Deleted Authenticator App - Now cannot access Microsoft Office 365 Account RRS feed

  • Question

  • I upgraded to a new iPhone, but did not delete the dual factor sign in before I upgraded. Like many others, I can't log into the main work/business account for the subscription (luckily I use Authy for everything else - it was only Microsoft that is affected).

    • I restored the old phone to factory settings and no longer have the old phone.

    • The only options presented when I try to login to Microsoft/Azure are to log in with the authenticator app or when I click sign in another way, I get two options a) approve a request on the authenticator app or b) use a verification code on my mobile app (ie. the authenticator app)

    • There is no option to send a text or email to get into the account.
    • There is no other cloud services admin on the account.

    • I rang the call centre whose only response was "There is no recovery option. You have to open all new accounts and no we can't cancel your existing account so you have to get your bank to stop payments and no, there is only one level of tech support for authenticator app problems and you can't be escalated to a second level support."

    Surely there is some other solution?

    Post resolution note:

    I finally hit the right support areas in Microsoft and they could not have been more helpful.

    I started with the global customer service phone numbers

    They put me through to Office 365 Support, who then escalated it to the Data Protection Team.

    Access is now restored and no account deletion required.

    If you get connected to the tier 1 support from the Virtual Agent app and find them less than helpful (like I did), keep trying until you hit the right team. The ones who I finally dealt with were brilliant.
    • Edited by Heartcomms Thursday, September 26, 2019 3:53 AM Issue resolved
    Wednesday, September 25, 2019 2:11 AM