Can't login Azure portal after Microsoft Authenticator reinstalled

Question

I registered an tenant by hotmail account on Azure. An app was registered in the Azure AD. The hotmail account is the only admin of the directory. Right now I set MFA in the app. Because the phone changed, I have to reinstall the Authenticator app, the accounts registered in the app were gone. Now once I want to login the app, I was asked the Microsoft Authenticator app verification. But the app wasn't pop up for approval. The hotmail account is added in the app, but doesn't work. The security code in the app is 8 digitals, but the app login need 6 digitals security code. It seems like it is for the personal account. I can use the hotmailcom#ext#@xxx.onmicrosoft.com to add another account in the Authenticator App, but it doesn't allow my hotmail password. I don't know any other password for it. In the Azure portal login page there is only send request to app and use the code in the app options, which both are not working, because it seems like no connection to my app. Since it is only admin so no other admin can help to reset the password. What else can I do to recover it? Right now the password for Azure Tenant is totally locked out. There is no way to access.

Below is the details list to prevent confusion:

1. The Microsoft Authenticator is already reset. The accounts inside the app were cleared. I can now re-add some of my other accounts in. So I don't think Microsoft Authenticator has any issue.
2. The hotmail can be access, no issue for hotmail. Just the user name is using hotmail, same as I use gmail or yahoo
3. No other admins can help in the same tenant
4. No alternative email or phone number setup for that account, so there is only way to MFA is app
5. the account is locked, and forget password link directs to my test website, which is not able to do anything

Is that mean the Tenant totally died? Even reset or remove the tenant solution is acceptable. How could we do it? Which department belongs to?

Thanks,

Answer 1

Hello,

There are some ways that you can try and resolve this issue:

1. Try to reset your password: Visit the Azure AD password reset page (https://passwordreset.microsoftonline.com/) and follow the instructions to reset your password using your Hotmail account. You may be prompted to verify your identity using the alternate email or phone number you provided during sign-up.
2. Contact Azure Support: If you're unable to resolve the issue with the above method, you can contact Azure Support (https://portal.azure.com/#blade/Microsoft_Azure_Support/HelpAndSupportBlade/overview). Choose the "Technical" support type, and under "Issue Type," select "Azure Active Directory" followed by "Identity and access management." Explain your situation and provide all relevant details, including your tenant ID, username, and a description of the issue you're facing. Azure Support should be able to help you either reset your MFA settings or provide alternative solutions.
3. Submit a service request: If you are still having difficulty, you can submit a service request through the Azure portal (https://portal.azure.com/#blade/Microsoft_Azure_Support/HelpAndSupportBlade/newsupportrequest). Be sure to provide as much information as possible about the issue, including your tenant ID, username, and a description of the problem.

Please note that if you don't have a support plan, you may be limited in the support options available to you. You can find more information on Azure support plans here: https://azure.microsoft.com/en-us/support/plans/.

I hope this helps you.

BR,