Locked out from the admin Microsoft account due to MFA

Ken Zilber 20 Reputation points
2023-11-22T01:38:54.92+00:00

Hello,

We are a small business and use Microsoft Teams to join meetings with some of our customers. Suddenly I stopped able to login into my Teams account. I found that to debug the problem I need to become admin. I added the required TXT record to our domain DNS, was recognized as a Microsoft 365 admin and got access as the only admin for the account.

I didn't do much, but was required to login. Username/Password was accepted, but then I was asked to Enter Code (MFA). I have never had MFA on my account and always used just username/password before I became an admin. Now without MFA setup I am locked out of my Microsoft Account and cannot make any changes (even to add my phone number required by the phone support).

I highly appreciate any help to resolve it and get the access back.

Thank you.

Microsoft 365
Microsoft 365
Formerly Office 365, is a line of subscription services offered by Microsoft which adds to and includes the Microsoft Office product line.
4,324 questions
Microsoft Entra ID
Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
20,525 questions
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Accepted answer
  1. Sandeep G-MSFT 16,691 Reputation points Microsoft Employee
    2023-11-22T08:18:17.2733333+00:00

    @Ken Zilber

    Thank you for posting this in Microsoft Q&A.

    In this situation 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 option include;

    AzureSupport

    https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

    azcommunity@microsoft.com

    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

    Let me know if you have any further questions on this.

    Please "Accept the answer" if the information helped you. This will help us and others in the community as well.


2 additional answers

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  1. Dillon Silzer 56,206 Reputation points
    2023-11-22T03:40:11.61+00:00

    Hi Ken,

    You will need to reach out to Microsoft support through Business phone support:

    Global Customer Service phone numbers

    https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2


    If this is helpful please accept answer.


  2. Ken Zilber 0 Reputation points
    2023-11-30T19:35:55.3866667+00:00

    Is anyone here can help to find status of this case - #2311220040005217? I didn't hear anything back after opening the case. It will be highly appreciated. Thanks.

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