← Customer 14023035

#34257 Reid is unable to open his email on his phone

Resolved Created Apr 18, 2025, 4:42 PM Resolved Oct 15, 2025, 12:06 AM
System (internal) Apr 18, 2025, 4:42 PM 
Created from Lead: https://artichoke.shield.syncromsp.com/leads/31889884/convert
Check-in (internal) Apr 18, 2025, 4:42 PM 
Hi,

Reid, [email protected], is unable to open his email on the phone. When he puts in his password on his phone it says to get code from Authenticator but that does not produce a code. His email is fine on his desktop. Got any ideas?

Thanks

Joe
Artichoke Support - Peet (internal) Apr 18, 2025, 6:06 PM 
It looks as though Reid has upgraded his phone and did not sign into/configure MS Authenticator before getting rid of or deleting his old phone? Please have him delete his existing "BSB" account in Microsoft Authenticator. Then add it back either directly in Microsoft Authenticator, or by logging into https://aka.ms/mfasetup (this is easier if logged into on a computer).

[embedded image]
[embedded image]

[embedded image]

Cheers.Peet
Ticket Automation (internal) Oct 15, 2025, 12:06 AM 
Automation AutoResolve-Waiting for Customer ran on this ticket. Actions: Change Status to Resolved