iPhone and Authenticator not communicating

Dear @Leigh,

Thank you for posting your question in the Microsoft Q&A forum.

I understand that technical issues can be frustrating, and I’d love to help you resolve this. Before giving you the best solution, could you please confirm these questions below to help me diagnose the issue more effectively: 

• Does your account use a personal account (@outlook.com/@hotmail.com email), or is it a work/school account (e.g., @company.com)? 
• If you are using business account, Are you the admin in your company?
• Are you the only admin or there are other admins in your company?  

Related to Authenticator app, if you are using business account provided by your company, here are some options I recommend you look through:

Option 1: if you are user or have other admins in your company, to regain access to your account, I recommend you contact your IT admin/Global admin to raise a request for resetting your authentication method in the Entra admin center by following these steps:   

• For more information: Microsoft account security info & verification codes

Admin can revoke MFA sessions and require re-registration in Microsoft Entra admin center

• For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

Option 2: In case if you are the only admin of your company, you can reach out to our Global Customer Service phone to raise a request for resetting your authentication method. You can find the appropriate customer service number at Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. 

• For reference:  Get support | Microsoft Docs   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes  

Note: Please understand that as forum moderator, I don’t have access to the backend systems to troubleshoot this effectively due to privacy and security constraints. For that reason, the most efficient solution would be to contact Microsoft’s support team directly.      

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.

I'm looking forward for your reply.

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