Authenticator code required after password reset.

Question

Few days ago I change my admin account password. At that time I didn't have any authenticator configured with my admin account so it didn't ask for any code when I change the password just by verify me sending me a verification code in my email and I successfully able to change the password. After that when I trying to login in with my email and password keep asking me for 6 digit authenticator code but the problem is I never configure authenticator with that account now I am unable to login in my account and I am only global administrator and are completely locked out.

I called azure helpline but they are experiencing problem with their phone line.

I create a support ticket and its been more then 3 days no reply yet.

its so difficult to get help.

Answer 1

@Himadri Nath

Thank you for posting this in Microsoft Q&A.

As I understand you are the only Global administrator in tenant. Now you are unable to login as you ar asked to enter the code which is sent to your authenticator app.

However, you have to registered for MFA in your authenticator app.

Can you share the support case number that you have opened with support team. I will try to track the case number and get the status.

In the meantime, below is the process that needs to be followed if your account is blocked.

If you are the only global admin on the account and are blocked entirely, you can reach out to our support team. You can look into below article to get support numbers depending on your country.

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

 or creating a ticket through a different account:  https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

Create a ticket with Microsoft support team. Give them the tenant ID which is locked out in your description. Tell them that no admin account has access anymore and your partners also have no access anymore.

Once you create a ticket with support team you will have to work with our data protection team. You will have to first prove your identity against your tenant for security purpose. Post that this team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

Also, for the future, you can create an emergency access account (break glass) in Azure AD. This account will help prevent being accidentally locked out of your Azure Active Directory (Azure AD) organization because you can't sign in for any reason.

https://docs.microsoft.com/en-us/azure/active-directory/roles/security-emergency-access

Problems with two-step verification for Azure B2C accounts - Microsoft Q&A

Let me know if you have any further questions.

Please "Accept the answer" if the information helped you. This will help us and others in the community as well.