MFA Token Failed while connecting to Admin console , even for Global Admin !!

Question

Hi Dears,

When attempting to sign in to Microsoft 365 and the Microsoft Entra Admin Center, I am prompted to approve a sign-in request using Microsoft Authenticator. However, I do not receive any approval notification in the Microsoft Authenticator app.

Due to uninstalling and reinstalling the Microsoft Authenticator application on my mobile device, the previously configured authentication token appears to have become unusable.

Multiple attempts to reactivate the authentication notifications have been unsuccessful.

I would like to update the MFA configuration so that authentication notifications are sent to my current mobile device instead of the previously registered one.

Since then, the account's MFA registration may no longer be associated with this current device.

I have already attempted the following:

1. Opened Microsoft Authenticator and refreshed the application.
2. Used the "Use a verification code" option.
3. Selected "I can't use my Microsoft Authenticator app right now".
4. Tried accessing Microsoft 365 Admin Center and Microsoft Support portals.
5. Verified internet connectivity and notification settings on the mobile device.

Unfortunately, none of these actions resolved the issue.

The sign-in process returns the information shown in the attached screenshot.

At this stage, I am unable to complete MFA verification and therefore cannot access my Microsoft 365 administrative services.

How can I resolve this issue ASAP.

Thanks in advance.

Answer 1

Dear Mohamed,

I'm sorry to hear that you are locked out of the administrator account. I understand how urgent this can be when the account is needed to manage your organization's Microsoft 365 services. As a forum moderator, I genuinely wish I could directly reset the MFA method on your account for you. Unfortunately, my role here is limited to providing general guidance and steps you can apply from your side. I am not able to reset MFA, recover admin access, or make changes to your Microsoft 365 tenant. That said, I will do my best to provide a clear path forward. 

First, does your tenant have another Global Administrator account, or is this the only one? If another Global Admin exists, please ask the owner of that account to reset or disable the MFA settings for your account from the Microsoft Entra Admin Center. 

Unfortunately, if you're the sole administrator in your organization and no alternative verification methods are available, you will not be able to resolve this on your own. You will need to contact the Microsoft Data Protection team directly for assistance. This team has the tools to verify your identity and help you regain access to your account. For business accounts, the best way to reach them is by phone. You can refer to this article to see the customer support phone number for your region. 

Customer service phone numbers - Microsoft Support 

Here are some tips and a sample response to help you navigate the Interactive Voice Response (IVR) system more effectively: 

In some countries the call is handled by an automated system, which tends to cut people off if the answers do not match what it expects. Here is a flow that generally works better: 

IVR: What kind of problem do you have? 

You: Authenticator 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or business account? You: For Business 

IVR: Are you an administrator? 

You: Yes. 

IVR: Is there another administrator in your organization? 

You: No. 

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

You: Yes, please connect me with the Data Protection team. 

Kindly note that you may need to repeat this process a few times, availability can vary based on local business hours, and the term "Global Admin" should be clearly mentioned during the call. 

Alternatively, if reaching support by phone is not possible, you can also create a free trial tenant and submit your request from there. To set up a new tenant, follow these steps: 

Visit the Office 365 Enterprise plan and pricing comparison page, choose Basic plan, and click "Try for free" to start a free trial. 

Follow the guided setup process to create your new trial account. 

Once the new tenant is created, you should be able to access your support portal and submit your ticket. 

Sign in to the Microsoft 365 admin center 

Go to Show All > Support > New Service Request. 

In the request, explain your situation in detail. 

The support team will guide you through the identity verification process to help you regain access to your account. 

Important Notes: 

This new test tenant doesn't give you access to your original locked tenant's data or settings. It only serves as a temporary means of contacting Microsoft support. 

Be prepared for Microsoft to want to verify your identity and admin privileges from the previous tenant. 

The processing time may be longer due to contacting support from another tenant. 

Remember to cancel the trial subscription as soon as your original account is restored to avoid unwanted charges. You can do this in the Microsoft 365 admin center, under Billing > Your products. 

I truly hope you get this resolved swiftly. Please know that even though I cannot directly intervene, pointing you toward the correct, specialized support is genuinely the most effective help I can offer from my position. Please let me know if you need anything else. Wishing you all the best. 

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