how do I recover a work account

Hello,

Microsoft does not directly manage organization users. Instead, each organization's IT administrator is responsible for managing its users according to its internal protocols.

You should contact your organization's IT support team. They need to reset your MFA for you in order for this to work. Once the reset is completed, follow these steps:

1. Open your web browser and navigate to https://login.microsoftonline.com.
2. Sign in to your account.
3. You will be prompted to set up MFA again. Make sure to update your phone number during this process.

If your organization's IT administrator requires guidance, they can follow these steps:

1. Sign in to the Microsoft Admin Center at https://admin.microsoft.com using their credentials.
2. Navigate to Users > Active Users in the left-hand menu.
3. Select the relevant user.
4. On the user card that appears on the right, scroll to the bottom and click Manage multifactor authentication.
5. On the MFA settings page, locate the user's name, select it, and click Manage user settings on the right.
6. In the pop-up box, check the first box and click Save.

This process will reset MFA for the user, allowing them to set it up again.

Hi Fanny de Vries

Thank you for posting to Microsoft Q&A.

Based on your description, I'd like to share some information that may be helpful that Microsoft Authenticator doesn’t transfer MFA settings to a new phone automatically, as they’re tied to the original device. This means sign-in attempts on the new phone will fail unless MFA is reset or reconfigured.

As EmilyS said earlier - you will need to contact your organization's IT support team or anyone who has Administrator right (Global Administrator) in your organization.

He/she should be following this article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn to reset your MFA - which allows you to re-register MFA again on your new device.

In the event that you are the sole administrator of your organization and are unable to log in, I strongly recommend reaching out to the Support Team. You can reach Microsoft Support directly through their phone service. Please refer to this link for the appropriate contact number based on your region: Customer service phone numbers - Microsoft Support

As a forum moderator, I have limited access to internal tools and therefore cannot directly assist with recovering your MFA settings within your system or tenant. I truly understand how frustrating this situation can be, and I appreciate your patience and understanding.

Please let us know once you have any updates from your end. If you have any further questions, feel free to ask in the comment section.

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