Authenticator app

Question

I have an account I'm locked out of due to no longer having the device I had my authenticator app codes on.

I cannot log in because it's sending verification codes to a device I no longer possess.

How do I receive admin assistance?

It's not the account I'm posting from obviously because I can't log into it

Answer 1

Please note that this forum is a community support space, so I don’t have the ability to access tenant data or perform actions such as resetting MFA/security information directly. I can only guide you based on documented processes and experience, but I will do my best to point you in the right direction so this can be resolved properly.

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Dear @Alessandro Jeftha,

I'm sorry to hear you're having difficulty with MFA when trying to sign in.

Before suggesting specific troubleshooting steps, could you please confirm whether this is a:

• Work or school account (Microsoft 365 Business / Microsoft 365 organization account), or
• Personal Microsoft account (such as Outlook.com, Hotmail.com, Live.com)?

If you're using a work or school account, please note that MFA settings are typically managed by your organization's IT administrator. In this case, I recommend contacting your admin to verify your MFA configuration or reset your authentication methods. 

Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

If you’re unsure who your administrator is, this article may help: How do I find my Microsoft 365 admin?

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Therefore, if you are the sole Global Administrator on the tenant and don’t have access to any other MFA methods, then this becomes a full admin lockout situation. In that case, the only supported way forward is to contact Microsoft Support and request a tenant admin recovery / MFA reset. This request is handled by the Microsoft Data Protection / Identity team, who can verify ownership and unblock or reset the MFA configuration for your account.

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

If you choose to contact Microsoft Business Support by phone, you may first be connected to an automated system before contacting a support professional. Based on similar cases of administrator lockouts, the conversation can go something like this:

Automated system: Are you calling as a private individual or a business customer?

You: Business customer.

Automated system: What do you need help with today?

You: Authentication problem.

Automated system: Which Microsoft product or service is affected?

You: Microsoft 365 for business.

Automated system: Can't sign in to the Microsoft 365 Admin Center?

You: Yes.

Automated system: Do you have another administrator in your organization?

You: No, I'm the only administrator.

Automated system: Are you a global administrator for the affected tenant?

You: Yes.

Automated system: Are you calling about an existing support case, or would you like to create a new one? You: I need to create a new support case.

In many cases, the automated system will then indicate that it can connect you with a support representative who can help create a support request and forward the case to the appropriate recovery team.

I would also recommend calling during opening hours when possible. From my experience, it can be difficult to reach the right support queue at times, and automated systems don't always behave as expected. If you can't get through on the first try, consider trying again later or at a different time of day.

If your organization’s Office 365 Business subscription was purchased through a partner or reseller, and you’re unable to open a service request directly, you may also contact the reseller’s support provider and ask them to open a support request on your behalf.

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Alternatively, you can try set up a new trial tenant and submit your support request, please follow this link to create a trial tenant: Compare Office 365 Enterprise Pricing and Plans | Microsoft 365 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click Support > Help & support icon to raise your ticket. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to. The support team will help you to create ticket on the affected tenant then later on the Microsoft Data Protection team will assist you.

Note: This process will take more time than usual (7-14 working days) for your account to get access again as Data Protection is always overwhelmed with the number of tickets. As I am forum moderator, I do not have access to Microsoft internal system to assist or push this process to be quicker.

If you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges. This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.   

I hope my information is helpful. Please give me any updates once you get this resolved.

Warm regards, 

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Answer 2

Thank you for your advice I was able to get though to an agent, using the telephone line

However I was told that the account holder has to call themselves, this is understandable.

I was trying to assist the user by calling on her behalf but Microsoft's policy on this is good.

I'll ask the user to contact Microsoft personally

Thank you once again

Answer 3

Thank you for your advice I was able to get though to an agent, using the telephone line

However I was told that the account holder has to call themselves, this is understandable.

I was trying to assist the user by calling on her behalf but Microsoft's policy on this is good.

I'l ask the user to contact Microsoft personally

Thank you once again