Authenticator lock out

Question

I have a business account that is shared by two admins (global admin access) myself and my business colleague. My business colleague has been locked out of microsoft in an authenticator lock out loop. How does she gain access again so we can both login in to our business account.

Answer 1

Dear @Clear Boundaries,

As a moderator, I do not have the tools to investigate your specific account directly because this is a user-to-user support forum. Our role is limited to providing technical support on reported issues, requests, or ideas. However, I will try my best to support you as clearly as possible.

• To ensure I understand your request correctly (and to support you as effectively as possible), could you please confirm whether you are a Global Admin of your tenant?

If yes, please try these following steps:

Go to Microsoft Entra admin center > Users > All users > Select your business colleague's account > Authentication methods 

Use the Require Re-Registration option for multi-factor authentication to reset the phone number and other authentication methods. 

Revoke the MFA session. 

If not, you have to tell your business colleague to try these:

Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

When you speak with a real agent, they can create a ticket for you in the affected tenant and then transfer that ticket to the Data Protection team.

Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

If you still cannot get in touch with a real person for help, help me try the following:

Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

I hope this full-fill your request, if it does not, please share more detailed information which I could help you efficiently.

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