MFA issue with org account. MFA app not working. Need some help

Question

I have an Office 365 to with which is bound an organisation. For example, mariodecristofano.myorganisation.onmicrosoft.com & to it is bound an secondary administrative address I have access to but is not part of the subscription. To this Microsoft account there are an org assigned & an Office 365 subscription.

After a recent iPhone change, I re-installed Microsoft Authenticator. The MFA pop up didnt occur when trying to sign into the subscription mentioned above. I tried re-installing the Authenticator app, updating it, removing & re-adding the org (I can do a password change as I have access to that secondary email address as mentioned above) but as signing in on a computer requires an MFA step, which isnt happening, I can't proceed. As I have not set up a backup option to MFA, the sign in box in-browser doesn't give me any option other than to use a code or use the authenticator app, which of course, doesn't pop up the MFA code so I can't continue.

On the desktop, I've tried cache clearing in browser, DNS refresh, incognito mode, different browser & waiting. On the phone, Microsoft will not help as if I mention MFA and Orgs, they tell me to speak to the Azure support line. If I then mention Office 365 subscription, they tell me to speak to that dept & in the loop I stay.

So I believe what I need is a MFA reset, obviously MS will tell me to go to the org administrator but I AM the org administrator & the admin account I can't access etc etc etc.

I pro-actively sunset the account & created a new one to bypass the issue & start being able to use Office 365 again, but I've now got an over-storage in OneDrive email which has re-started wanting me to re-access this account.

Can anyone help?

Answer 1

Hello @Mario DeCristofano , if you're locked out from authenticating due to lack of Microsoft Authenticator prompts you can force re-registration of the affected user using another user account with at least the Authentication Administrator role. If that's not available then you need to reach business phone support and request the case to be assigned to Alfredo Revilla from Azure CXP, that's me :)