Locked out of my authenicator app and cant cancel a subscription

Dear @Amelya Buckley, 

Good day! Welcome to Microsoft Q&A forum! 

Based on your description, I understand that you’ve been locked out ever since because the Authenticator app was deleted when your phone had issues. Without access to the app, you can’t verify your identity, log in, or cancel the subscription. You’ve tried contacting support, but the automated system didn't give clear instructions, leaving you stuck. You’re looking for a way to cancel the subscription and recover control of your account.

I sincerely apologize for the inconvenience caused by this issue. I'm sorry to hear about what happened when you called for support.

From what you’ve described, the issue occurred because the Authenticator app was deleted when your phone had problems, leaving you without a way to verify your identity. As a result, you’ve been unable to log in or cancel the subscription for the past two years, even though you still have your email, password, and Primary Tenant ID.

Regarding your situation, if you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset. 

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts.

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc. 

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft Data Protection Team.

Since you couldn't get to an agent via support, please kindly 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 subscription, you could refer to this message "Hello,

I am currently locked out of my Microsoft 365 tenant because multi-factor authentication is enforced, and I am unable to complete the verification process. I am the only global administrator for this tenant, which means I cannot access my account or the Microsoft 365 Admin Center.

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: In the Microsoft 365 Admin Center > Support > Help & Support.

You could also request support via email:

You can raise support ticket at: https://admin.microsoft.com/#/support/requests   

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

Note: After creating the support ticket, please kindly let me know the ticket number so I could also track its process to help you regain access to your account.

I'm here and happy to help!

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 appreciate your time and look forward to hearing how things are going! 

Thank you for your time and patience.

If you have extra questions about this answer, please click "Comment". 

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