Got a new phone now authenticator wont work to login to my microsoft 365

Question

Got a new phone now authenticator wont work to login to my microsoft 365

Elijah Willis 10

I have a business account for office 365. Went and got a new phone now authenticator will not work to let me login to office 365 business. It will however work to let me login to my family account thats still active. I have no way of getting into my business account for ******@domain.com. I cannot get ahold of anyone at microsoft customer support which is insane. so i have to post a Q&A to get help. What a disgrace Microsoft.

Raja Pothuraju 24,785 Reputation points Microsoft External Staff Moderator

2025-02-13T12:12:28.02+00:00

Hello @Elijah Willis,

Thank you for posting your query on Microsoft Q&A.

I have sent you an email—please check and share the required details there. This will allow me to engage the Data Protection team to address your tenant lockout issue.
TLAILE Mohlala 0 Reputation points

2025-02-17T16:52:20.58+00:00

I have a school account for office 365. Went and got a new phone now authenticator will not work to let me login to office 365 school. It will however work to let me login to my personal account thats still active. I have no way of getting into my school account 25*****@mylife.unisa.ac.za I cannot get ahold of anyone at microsoft customer support which is insane. so i have to post a Q&A to get help. What a disgrace Microsoft.
Raja Pothuraju 24,785 Reputation points Microsoft External Staff Moderator

2025-02-21T21:29:15.12+00:00

Hello @TLAILE Mohlala,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Entra ID tag when submitting your question.

1 answer

Your answer

Raja Pothuraju 24,785 Reputation points Microsoft External Staff Moderator

2025-02-13T12:12:28.02+00:00

Hello @Elijah Willis,

Thank you for posting your query on Microsoft Q&A.

I have sent you an email—please check and share the required details there. This will allow me to engage the Data Protection team to address your tenant lockout issue.
TLAILE Mohlala 0 Reputation points

2025-02-17T16:52:20.58+00:00

I have a school account for office 365. Went and got a new phone now authenticator will not work to let me login to office 365 school. It will however work to let me login to my personal account thats still active. I have no way of getting into my school account 25*****@mylife.unisa.ac.za I cannot get ahold of anyone at microsoft customer support which is insane. so i have to post a Q&A to get help. What a disgrace Microsoft.
Raja Pothuraju 24,785 Reputation points Microsoft External Staff Moderator

2025-02-21T21:29:15.12+00:00

Hello @TLAILE Mohlala,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Entra ID tag when submitting your question.

Answer 1

Raja Pothuraju 24,785 Microsoft External Staff Moderator

Hello @Elijah Willis,

Thank you for sharing the details over email.

The issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA.

To resolve this, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the issue.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

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

Elijah Willis 10 Reputation points

2025-02-19T01:17:31.6+00:00

I got a call yesterday saying they would fix it. He said he would call back today to make sure it was resolved. Didn’t get a call back today so still can’t login. Help still needed
Raja Pothuraju 24,785 Reputation points Microsoft External Staff Moderator

2025-02-19T19:43:38.71+00:00

Hello @Elijah Willis,

Thank you for your response.

I see the support ticket is resolved. Just checking if you are able to login or not?

If all your concerns have been resolved, I would greatly appreciate it if you could mark the answer as "Accepted."
Raja Pothuraju 24,785 Reputation points Microsoft External Staff Moderator

2025-02-21T21:30:09.4966667+00:00

Hello @Elijah Willis,

I see the support ticket is resolved. Just checking if you are able to login or not?

If all your concerns have been resolved, I would greatly appreciate it if you could mark the answer as "Answer Accepted."

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Got a new phone now authenticator wont work to login to my microsoft 365

1 answer

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