MFA methods fail.

Question

I am the only Global Administrator tenant ciriusk.onmicrosoft.com.I changed my phone and lost accesto Microsoft Authenticator.

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Pass**rd works.

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Recovery email works.

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A MFA methods fail.

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Ieed MFAeset for the only Global Administrator account:

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[Moderator note: personal identifiable Information removed]@ciriusk.onmicrosoft.com

Answer 1

Hi @Franci Tekalec

If you are the only Global Administrator and no longer have access to Microsoft Authenticator after changing your phone, the next step is to contact Microsoft Support and request assistance from the Data Protection team. They have the appropriate tools and processes to verify account ownership and assist with restoring access. Please contact them directly for further assistance.  

You can find the appropriate customer service phone numbers at this link: Customer service phone numbers. 

(Choose Work account scroll down to Technical support phone numbers and find the Phone number of your country) 

Please remember to provide them with your account details and explain the situation. Be ready to provide:      

• The company name used during subscription     
• Billing email address (even if it’s a personal Microsoft account)     
• Payment method details (last 4 digits of the card, billing address)     
• Any subscription ID or invoice numbers from billing email     

When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help. 

To make the process smoother, here’s an example of how to respond when speaking to the automated system (IVR):      

IVR: What kind of problem are you concerned about?      

You:  Authenticator.     

IVR: What kind of product do you use?      

You: Office 365 for business.      

IVR: education or company account?      

You: For companies      

IVR: Are you an administrator?      

You: Yes.      

IVR: Do you have the other administrator in your organization?      

You: No.      

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

You: Yes      

These prompts help direct your call to the right support team more quickly, especially when dealing with account lockouts and authentication issues.  

I hope this information is helpful. Please understand that fellow forum users can provide only general guidance and troubleshooting suggestions. We do not have access to Microsoft’s internal systems, account recovery tools, or identity-verification processes, nor do we have the authority to reset authentication methods or restore administrator access. Any further assistance with account recovery must come directly from the appropriate Microsoft Support team.