MFA trouble

Question

Hello,

I have lost my device that had all my MFA  keys, i am trying to login to my tenant and i cant becouse it requires me to use authenticator app. I have tryied to use alternative methods to login but it also requires the app becouse i doesnt have enable any other method to login. Is there any support email address where i can ask for help. Can you help me to fix this.

Best,Egis

Answer 1

Hi @Egis Hidri

Thank you for post!

I'm sorry to hear that you're facing this issue. I understand that you have lost your device that had all your MFA keys, and you are unable to log in to your tenant because it requires the authenticator app.

If your account is managed by your organization, you can reach out to the IT department or the other admins to reset the MFA settings.If you have one account with admin role and if you are blocked entirely, you can reach out to our support team via Global Customer Service.

Also, you can create a ticket through a different account after creating a ticket with Microsoft support team share the tenant ID which is locked out. inform them that no admin account has access anymore and your partners also have no access anymore.

Once you create a ticket with support team you will have to work with our data protection team. You will have to first prove your identity against your tenant for security purpose. Post that the team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

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. Manage emergency access accounts in Microsoft Entra ID

Hope this helps. Do let us know if you any further queries.

Thanks,
Akhilesh.

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Answer 2

Hi @Egis Hidri

Thank you for contacting the Q&A community,

If you cant complete the MFA request you will need an admin to exclude you from the MFA policy or turn off MFA temporarily.

if you are the last admin in the tenant and cant access because of MFA you will need to open a support ticket so our data protection team can verify your tenant ownership and allow you access.

You can either open a ticket via the azure portal if you have access from another tenant or you can use the support phone numbers.

Azure Portal

https://learn.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request

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

Let us know if you need additional assistance. If the answer was helpful, please accept it and rate it so that others facing a similar issue can easily find a solution.