MFA Lockout

Question

MFA Lockout

Eduarda Vivas 25

Hello,

I am a global administrator in our tenant, I edited the conditional access policy on our tenant and now all users (Even the other global admin) are locked out, I only have access to one user account that was exempted from the issue but is not an admin account so I can't regain access through it. After entering my MFA code I get this window, after clicking okay it loops back to the login window User's image

I can't access my global admin email but luckily, I had this Microsoft Learn account with it. I have a support ticket already with the Data Protection Team and they called and took a screenshot of the error screen and escalated to an internal team for further information, told me they will call back. I really need to get this resolve soon as none of my users can access their accounts, if there anyway to speed up the process?

@Raja Pothuraju

Raja Pothuraju 47,505 Reputation points Microsoft External Staff Moderator

2026-01-28T19:22:31.4533333+00:00

Hello @Eduarda Vivas,

Please share the support ticket number over private message.
Eduarda Vivas 25 Reputation points

2026-01-28T19:33:51.53+00:00

Hi Raja, just sent you a message @Raja Pothuraju
Michael Jones 25 Reputation points

2026-01-28T20:56:24.4433333+00:00

Hi Raja,

New to the forum, have same issue with MFA lockout due to not saving creditials prior to replacing phone containing Authendicator App. You mention sending information via secure message, however I don't find message link on this Q&A string. Where do I send private message? Thanks
Raja Pothuraju 47,505 Reputation points Microsoft External Staff Moderator

2026-01-31T16:06:25.6933333+00:00

@Michael Jones, 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 Security | Microsoft Authenticator tag when submitting your question and make sure to tag me over new post.

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Raja Pothuraju 47,505 Reputation points Microsoft External Staff Moderator

2026-01-28T19:22:31.4533333+00:00

Hello @Eduarda Vivas,

Please share the support ticket number over private message.
Eduarda Vivas 25 Reputation points

2026-01-28T19:33:51.53+00:00

Hi Raja, just sent you a message @Raja Pothuraju
Michael Jones 25 Reputation points

2026-01-28T20:56:24.4433333+00:00

Hi Raja,

New to the forum, have same issue with MFA lockout due to not saving creditials prior to replacing phone containing Authendicator App. You mention sending information via secure message, however I don't find message link on this Q&A string. Where do I send private message? Thanks
Raja Pothuraju 47,505 Reputation points Microsoft External Staff Moderator

2026-01-31T16:06:25.6933333+00:00

@Michael Jones, 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 Security | Microsoft Authenticator tag when submitting your question and make sure to tag me over new post.

Answer 1

Raja Pothuraju 47,505 Microsoft External Staff Moderator

Hello @Eduarda Vivas,

The issue pertains to a tenant lockout due to MFA policy, where no other global admin in the tenant has the necessary permissions to make changes to the existing policy or reset the MFA for affected users.

To resolve this, we have engaged our Data Protection team through a support ticket. They helped you to restore access to the tenant and assist in resolving the issue.

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