MFA is keeping me locked out of email

Question

MFA is keeping me locked out of email

Maxine Jade Underwood 0

I can not log into my email address as I have lost my phone. My email address is connected to Microsoft authentication so it wants a code but I can't get into the authentication app because it wants a code to my email so it's like a circle. Please help I need access ******@domain.com is my email I need access to. I know the account details and password but it is locked

Raja Pothuraju 16,585 Reputation points Microsoft External Staff

2025-02-20T21:37:43.04+00:00
Hello @Maxine Jade Underwood,

Thank you for posting your query on Microsoft Q&A.

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.
Maxine Jade Underwood 0 Reputation points

2025-02-20T22:04:46.8466667+00:00

How do I message privately
Raja Pothuraju 16,585 Reputation points Microsoft External Staff

2025-02-26T23:42:17.22+00:00

Hello @Maxine Jade Underwood,

Apologies for delayed response. Please tag me while replying.

You can see private messages option below to your question on thread.

1 answer

Your answer

Raja Pothuraju 16,585 Reputation points Microsoft External Staff

2025-02-20T21:37:43.04+00:00

Hello @Maxine Jade Underwood,

Thank you for posting your query on Microsoft Q&A.

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.
Maxine Jade Underwood 0 Reputation points

2025-02-20T22:04:46.8466667+00:00

How do I message privately
Raja Pothuraju 16,585 Reputation points Microsoft External Staff

2025-02-26T23:42:17.22+00:00

Hello @Maxine Jade Underwood,

Apologies for delayed response. Please tag me while replying.

You can see private messages option below to your question on thread.

Answer 1

Hello @Maxine Jade Underwood,

Thank you for sharing the details over private message.

The issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA.

To resolve this, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the issue.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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MFA is keeping me locked out of email

1 answer

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