My Authenticator app logged out of my account and account now locked

Question

Hi I have recently added my custom domain to my M365 account.

but I have somehow now logged out of all accounts including the MSFT authenticator app.

so now when I log in I get the prompt to authenticate via App but the app gives me the following Error.

sign-in-error

error finding an account to complete

multi-factor authentication.

you may need to add the account again.

But if I try to add the account I need the QR code generated when you first create the account.

and is I try to login the authenticator app need the code so its just stuck in a loop.

I don't have any other form of MFA so the app has now locked me out of everything and I'm the only Admin.

I have spoke to support and no one can help stating the data team need to help.

I've just been on hold for 2.5h to no luck. my business' is now at a standstill as I've lost access to everything.

if I cant fix this for tomorrow AM ill have no choice but to abandon the account cancel my DD and start a new account fresh as my company cannot run with out the system running.

no idea what to do as i just cant get anyone who can help and I'm worried about the things I'm reading about the Microsoft Data protection team not responding for weeks/months.

this really is a nightmare.

any help out there.........

Answer 1

You can try to sign in here to add / manage authentication devices.

https://mysignins.microsoft.com/security-info

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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Answer 2

Hi all So and update.

yesterday someone from the data team called. and helped me.

lots of security checks. they went away form 20 mins called me back and had reset my Authentication so then on login I was able to repeat the process to set the app up and BOOOM. i'm in.

Thanks for the help Microsoft. Faith Restored and Business' back online.

as a note to all when setting up your accounts, make a Break glass admin account for such and occasion. would have saved me 3 days down time.

Cheers

Answer 3

Answer 4

It happened to me too, I just want to ask how you managed to reset the authentication app? where i can get help? Hope someone could help me because i have to open my school websites but i can’t get in.