sign in to admin account on Microsoft 365

Abdullah Al-Kharraz 20 Reputation points
2026-04-21T12:30:01.73+00:00

i cant sign in to admin account on Microsoft 365, it keep asking about authentication which i don't have and it refuse to send SMS and when i try to add the admin account to the authenticator it also ask for authenticator code

also i cant contact microsoft support since i cant log to my admin account

what should i do?

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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Answer accepted by question author
Tamara-Hu 18,035 Reputation points Microsoft External Staff Moderator
2026-04-21T13:43:06.34+00:00

Hello @Abdullah Al-Kharraz,

Based on your description, you'll need to revoke your MFA access, which will allow you to set up Authenticator on a new device and then you can access other Microsoft services. 

As this is an admin account, please check to see if there are other admins in this tenant who can help you with the reset. Ask your administrator to follow these steps:    

  • Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
  • Navigate to Users > All Users.  
  • Select your user account.  
  • Go to Authentication Methods.  
  • Click "Require re-register multifactor authentication".  

User's image

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you are the only administrator in this tenant, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

  • First, when you call the hotline, it asks what kind of problem you are worried about.   
  • Answered: authenticator.   
  • A: What kind of product are you using?   
  • B: Microsoft 365 for business.   
  • A confirmation: education or company account?   
  • B: For companies   
  • A: Are you an administrator?   
  • B: Yes.   
  • A: Do you have the other admin in your organization?   
  • B: No.   
  • A: You need one.... Service request?   
  • B: Yes   

If your subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.   

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!  

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

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  1. AI answer

    2026-04-21T12:30:14.1333333+00:00

    Because the admin account is protected by Microsoft Entra multifactor authentication (MFA) and neither Authenticator nor SMS is working, self-service recovery is not possible. The only supported options are:

    1. Try any other verification method
    • On the MFA prompt, select Other verification options if available.
    • Choose a different method (for example, another phone number or app method) and verify that the phone numbers in the account settings are correct.
    1. If there is another global admin in the tenant
    • Ask another global admin to sign in to the Microsoft Entra admin center and reset the MFA for the locked-out admin:
      • Go to Users → All users → select the affected admin account.
      • Check that Block sign in is not enabled.
      • Use the Authentication methods / Require re-register multifactor authentication option so the next sign-in forces a fresh MFA setup.
    1. If this is the only admin account
    • Microsoft must reset the MFA after verifying identity via the Data Protection process.
    • Call Microsoft Support using the regional Customer service phone numbers page referenced in the articles.
    • When navigating the phone system/IVR, clearly state that:
      • This is an Office 365/Microsoft 365 for business account.
      • It is a company (not education) account.
      • The caller is the only administrator and is locked out due to MFA/Authenticator.
      • A Data Protection team case is needed to reset the admin’s MFA.
    • If reaching an agent is difficult, create a temporary trial Microsoft 365 tenant, sign in to its Microsoft 365 Admin Center, and open a support ticket from there, explaining that support is needed for a different tenant where the admin is locked out and MFA must be reset.

    Without another admin or a working alternative MFA method, only Microsoft Support/Data Protection can remove or reset the current MFA configuration and restore access to the admin account.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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