Reset MFA (Microsoft Authenticator) for external company after losing phone

Question

Hi,

A client of my company uses Microsoft to sign up for their supplier portal, and when we onboarded we were asked to set up MFA to our account through Microsoft Authenticator. My phone was lost and now I cannot access said company's supplier portal because I did not set up SMS authentication for this external organization.

With that said, how should I proceed to regain access to my client's portal? Our IT department said they had revoked MFA sessions and forced re-registering MFA on the next login which worked perfectly when I sign up to my organization, but somehow it does not work for the external organization as it keeps on asking me for Microsoft Authenticator approval.

Please, let me know.

Thank you,

Mateo

Answer 1

I agree the recovery form will not work for you. If you are the only global admin on the account and are blocked entirely, you can reach out to the Azure Data Protection team to restore access. 866-807-5850

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

Some other support options include;
AzureSupport
https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
azcommunity@microsoft.com

recovery form https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

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

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--please don't forget to upvote and Accept as answer if the reply is helpful--

Answer 2

@Mateo Rameix ,

If you had previously set up backup, you can recover your information by selecting "Begin Recovery." https://support.microsoft.com/en-us/account-billing/back-up-and-recover-account-credentials-in-the-authenticator-app-bb939936-7a8d-4e88-bc43-49bc1a700a40

If you've lost your phone and previously had Authenticator set up without backup or an alternative sign-in method, you need to fill out the Microsoft Account recovery form to explain your situation and prove that you're the account owner.

If the information helped you, please Accept the answer. This will help us as well as others in the community who may be researching similar information.