I am the sole admin of a Microsoft nonprofit-funded charitable organization and can no longer use the Authenticator after changing my phone.

Question

I don't have access to my old phone anymore. All attempts to get help online or by phone end in an endless loop or fail. Online, I am repeatedly asked to sign in to my account via Authenticator — which no longer works, and was the reason I need help. No matter what I try, sooner or later, I get prompted to sign in via Authenticator.

Answer 1

If you have an admin MFA issue then 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