#Microsoft Authenticator

Question

Hello. My supervisor, who is the admin of our media email addresses, is unable to add a new member because he changed phones, so he is unable to access Microsoft Authenticator. He also cannot use other means, as they are a dead end. What else can he do?

Answer 1

If the supervisor cannot approve sign-ins with Microsoft Authenticator and has no other working MFA method, the Microsoft 365 tenant admin must reset the supervisor’s MFA so it can be set up again.

Use the following options depending on who has admin access:

1. If there is another global admin in the tenant
   • Another global admin signs in to the Microsoft Entra admin center.
   • Go to Users → All users → [select the supervisor] → Authentication methods.
   • Use Require re-register multifactor authentication to reset the supervisor’s MFA.
   • The supervisor then signs in again and will be prompted to set up Microsoft Authenticator (and/or other methods) from scratch.
2. If the supervisor is the only admin and is locked out
   • This is a tenant lockout scenario. The only supported path is to involve Microsoft’s Data Protection team via a support ticket.
   • Call the appropriate Microsoft customer service phone number and have a support ticket opened for a locked-out global admin. The Data Protection team will verify identity and help restore access so MFA can be re-registered.
3. For end users (non-admins) with the same problem
   • The user must contact the organization’s Microsoft 365/Entra admin and ask them to reset the user’s MFA (Require re-register multifactor authentication) so the user can configure new methods.

Until MFA is reset by an admin or by Microsoft support (Data Protection team), the supervisor will not be able to add members or perform other admin actions.

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References:

• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Troubleshoot problems with Microsoft Authenticator
• Use a screen reader to set up and troubleshoot multifactor authentication

Answer 2

Dear @Carousel Office,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that your supervisor, who is the administrator for your company’s email accounts, is currently unable to add a new user because his multi‑factor authentication is linked to Microsoft Authenticator on a previous phone. Since he changed devices, he no longer has access to the Authenticator app, and all other available verification methods are failing. You’re looking for guidance on how he can regain admin access and proceed with user management.

This occurred because the Authenticator app wasn’t backed up or transferred to the new phone before the old device became unavailable.

Please note that this is a community forum where users help one another. We do not have control over user accounts, including login issues, password resets, or access changes.

Regarding this situation, the next step would be to involve Microsoft’s Data Protection Team, who are specifically equipped to verify identity and assist with administrator account recovery.

Please refer this answer to your admin so that he could regain access to the admin account.

Please locate the appropriate business support hotline using the link below and contact Microsoft Support:

Customer service phone numbers – Microsoft Support (Scroll down and select Business users)

When calling, you may encounter an automated system first. In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.  

Answer: Authenticator.  

A: What products do you use?  

B: Microsoft 365 for business

A: Are you an administrator?  

B: Yes.  

A: Are there any other administrators in your organization?  

B: No.  

A: I need one.... Service request?  

B: Yes  

(Important Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. Depending on your country or region, 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.) 

As an alternative, you can create a new tenant account and submit your request from there.    

To set up a new tenant, please follow these steps: 

• Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.    
• Follow the guided setup process to create a new account for a new tenant. 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In the ticket's description, you could refer to this message "Hello

I am currently unable to access the Microsoft 365 for my administrator account because multi-factor authentication is enforced and tied to an old Microsoft Authenticator registration. I have changed phones, and the approval prompt no longer reaches my Authenticator app, preventing me from completing sign-in.

To resolve this, I have created a new tenant and would like to be connected with the Data Protection Team to verify my identity and assist with regaining access. I am available to provide any required documentation or verification to support the recovery process."

Ticket Support: Log in the Microsoft 365 Admin Center using your newly created trial admin account > Support > Help & Support. You can raise support ticket at: https://admin.microsoft.com/#/support/requests

After completing them, you will receive an email appointment for a meeting to review this issue professionally together. 

For more details, you could refer to this article: Get support for Microsoft 365 for business 

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

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Answer 3

How do I find the appropriate number to get this done?