Removing MFA on global admin

Question

I have a global admin account for a tenant that is set up with MFA to the Authenticator app. Problem is, that phone is lost. How can I get past the MFA or remove MFA to log into the global admin account? I have the correct username and password, but getting past the MFA is the issue. Please advise

Phone support is not working. They can't find the domain that I give via the phone and therefore I can't progress. How can I speak to a technician directly to get this sorted?

Answer 1

Regarding the admin MFA issue only phone support can help and ask them to escalate your issue to the data protection team. 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes

You also need to provide your subscription purchased information such as company name, billing information, phone number etc. See: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

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