Unable to login to Azure Portal

Question

Hello, I am stuck and dont know how to reset my login. The account is showing as greyed out on my mobile so I dont get the notification.

I cant text the passcode or email it so I am stuck here and not sure how to continue?

Answer 1

The issue you're experiencing suggests that your Microsoft Authenticator app is no longer functional for your account (e.g., it's greyed out, preventing notifications), and you've also lost access to alternative verification methods like text or email. Here’s how you can regain access to your Azure account.

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Steps to Resolve the Login Issue

1. Use Backup Codes (If Set Up Previously)

• If you had previously set up backup codes during your Multi-Factor Authentication (MFA) configuration, you can use one of these codes to bypass the authentication.
• Locate your backup codes (these are typically stored or printed during the MFA setup process).
• Enter the backup code in the "Verification Code" field on the MFA prompt.

---

2. Try a Different Device with the Authenticator App

• If the Authenticator app is installed on another device (e.g., a secondary phone or tablet), try using it to approve the request.
• Open the app on the other device, find the account entry, and either:
  • Approve the login request.
    • Retrieve the 6-digit time-based code from the app and enter it into the "Verification Code" field.

---

3. Check the Account Recovery Options

• Open https://aka.ms/mfasetup on a different device or browser and attempt to log in.
• Verify if alternative recovery options, such as a backup phone number or email, are still active in your MFA settings.

---

4. Contact Your Organization’s Admin (If Applicable)

• If this account is part of an organization (e.g., your company or institution), contact your Microsoft Entra ID (Azure AD) or IT admin for assistance.
  • They can reset your MFA settings, allowing you to reconfigure your Authenticator app or set up a new verification method.

---

5. Reset MFA Using the Azure Admin Portal (If You’re the Admin)

• If you have admin access for your organization’s Azure account and another Global Administrator account:
  1. Log in with the other admin account.
     1. Go to Microsoft Entra ID (Azure AD) > Users > Select your account.
        1. Under Authentication Methods, reset your MFA settings.
           1. Reconfigure the Microsoft Authenticator app with the new setup.

---

6. Microsoft Account Recovery (For Personal Accounts)

• If this is a personal Microsoft account (not tied to an organization), use the account recovery form:
  • Go to Microsoft Account Recovery.
    • Follow the prompts to verify your identity using any available recovery options.

---

7. Use Support Channels

• Even without a paid Azure support plan, you can still contact Microsoft Support for account access issues:
  • Go to the Microsoft Support Page.
    • Select the Account and Sign-In category.
      • Describe your issue and follow the instructions to open a ticket for MFA reset.

---

Tips for Preventing Future MFA Lockouts

Set Up Multiple MFA Methods:

• Always configure at least one backup method (e.g., text, email, or another device).
  • Use https://aka.ms/mfasetup to review your current settings.
  Export Authenticator Accounts for Backup:

  - Use the Authenticator app’s export feature to back up accounts and transfer them to another device.
  
  **Save Backup Codes**:
  
     - During MFA setup, save or print the one-time-use backup codes provided by Microsoft.
  

---

If you're unable to resolve this issue using these steps, let me know, and I can guide you through any of the processes in more detail.The issue you're experiencing suggests that your Microsoft Authenticator app is no longer functional for your account (e.g., it's greyed out, preventing notifications), and you've also lost access to alternative verification methods like text or email. Here’s how you can regain access to your Azure account.

---

Steps to Resolve the Login Issue

1. Use Backup Codes (If Set Up Previously)

• If you had previously set up backup codes during your Multi-Factor Authentication (MFA) configuration, you can use one of these codes to bypass the authentication.
• Locate your backup codes (these are typically stored or printed during the MFA setup process).
• Enter the backup code in the "Verification Code" field on the MFA prompt.

---

2. Try a Different Device with the Authenticator App

• If the Authenticator app is installed on another device (e.g., a secondary phone or tablet), try using it to approve the request.
• Open the app on the other device, find the account entry, and either:
  • Approve the login request.
    • Retrieve the 6-digit time-based code from the app and enter it into the "Verification Code" field.

---

3. Check the Account Recovery Options

• Open https://aka.ms/mfasetup on a different device or browser and attempt to log in.
• Verify if alternative recovery options, such as a backup phone number or email, are still active in your MFA settings.

---

4. Contact Your Organization’s Admin (If Applicable)

• If this account is part of an organization (e.g., your company or institution), contact your Microsoft Entra ID (Azure AD) or IT admin for assistance.
  • They can reset your MFA settings, allowing you to reconfigure your Authenticator app or set up a new verification method.

---

5. Reset MFA Using the Azure Admin Portal (If You’re the Admin)

• If you have admin access for your organization’s Azure account and another Global Administrator account:
  1. Log in with the other admin account.
     1. Go to Microsoft Entra ID (Azure AD) > Users > Select your account.
        1. Under Authentication Methods, reset your MFA settings.
           1. Reconfigure the Microsoft Authenticator app with the new setup.

---

6. Microsoft Account Recovery (For Personal Accounts)

• If this is a personal Microsoft account (not tied to an organization), use the account recovery form:
  • Go to Microsoft Account Recovery.
    • Follow the prompts to verify your identity using any available recovery options.

---

7. Use Support Channels

• Even without a paid Azure support plan, you can still contact Microsoft Support for account access issues:
  • Go to the Microsoft Support Page.
    • Select the Account and Sign-In category.
      • Describe your issue and follow the instructions to open a ticket for MFA reset.

---

Tips for Preventing Future MFA Lockouts

Set Up Multiple MFA Methods:

• Always configure at least one backup method (e.g., text, email, or another device).
  • Use https://aka.ms/mfasetup to review your current settings.
  Export Authenticator Accounts for Backup:

  - Use the Authenticator app’s export feature to back up accounts and transfer them to another device.
  
  **Save Backup Codes**:
  
     - During MFA setup, save or print the one-time-use backup codes provided by Microsoft.
  

---

If you're unable to resolve this issue using these steps, let me know, and I can guide you through any of the processes in more detail.

Answer 2

@Jed Fletcher

Thank you for posting this in Microsoft Q&A.

As I understand you are unable to login to Azure portal even though being an admin for Azure. You are being prompted for MFA and your account if showing up as greyed out in you app.

There are couple of ways to fix this issue,

• You have multiple other admins in your Azure tenant.
• You are the only admin for your tenant.

You have multiple other admins in your Azure tenant:

You can contact any other admin in your tenant and ask them to enable setting in Entra ID so that you can have your account re-register in Authenticator app.

You can identity another other admin in your tenant and ask them to perform below steps to reset your MFA so that you can re-register for authenticator app.

• Admin has to login to Azure portal and access Azure active directory.
• Once done they have to go to users blade on the left.
• Click on the user account which has been locked out.
• Click on Authentication methods and click on “Require re-register multifactor authentication”.
• Now when you try to login to Azure services it will prompt you to register for MFA again.

You are the only admin for your tenant:

If you are the only global admin on the account and are blocked entirely, you can reach out to our support team. You can look into below article to get support numbers depending on your country.

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

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

Create a ticket with Microsoft support team. Give them the tenant ID which is locked out in your description. Tell 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 this team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

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

 

Once you get in touch with support and get the case created, you can share the case# with us and we can track the case and can help you in fixing the issue ASAP.

Let us know if you have any further questions.

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