Unable to reset MFA of Global Admin External User in Azure B2C tenant

Question

Unable to reset MFA of Global Admin External User in Azure B2C tenant

Steve 20

Hi,

We're unable to reset the MFA Authenticator app for our Global Admin External User in a B2C tenant that is linked to our main subscription.

So for example: I login with my ******@CompanyABC.com and I switch to the B2C tenant, and it prompts for "MainAccount.CompanyABC#EXT#@oogiservices.onmicrosoft.com"'s MFA Authenticator login, but we don't have access to that authenticator anymore... How can we reset it so the main user can log back in again?

Any password resets result in "This is not the home directory for MainAccount.CompanyABC#EXT#@oogiservices.onmicrosoft.com. Either MainAccount.CompanyABC#EXT#@oogiservices.onmicrosoft.com or an administrator in their home directory can reset the password for this user.

Using the "Require re-register MFA authentication" option also doesn't work, and results in the following error:
Require User Verification

Delete operation failed. Try this command again or delete them one by one in the user authentication methods blade.

Is there somewhere on the main subscription tenant I can access this external user to reset the MFA only for that Azure B2C tenant? The main accounts MFA works just fine on the main tenant.

Thanks

Steve 20 Reputation points

2025-03-12T17:50:34.4033333+00:00

I've also tried to "Skip MFA Auth for federated users" and that has no effect.
Venkata Jagadeep 1,400 Reputation points Microsoft External Staff Moderator

2025-03-12T18:12:29.43+00:00

Hello Steve,

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 in your B2C tenant. 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. If you have only a single Global Admin user 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 : (add +Country code)

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.

Accepted answer

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Steve 20 Reputation points

2025-03-12T17:50:34.4033333+00:00

I've also tried to "Skip MFA Auth for federated users" and that has no effect.
Venkata Jagadeep 1,400 Reputation points Microsoft External Staff Moderator

2025-03-12T18:12:29.43+00:00

Hello Steve,

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 in your B2C tenant. 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. If you have only a single Global Admin user 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 : (add +Country code)

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.

Answer 1

Hello Steve,

Thank you for sharing required details over email.

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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Unable to reset MFA of Global Admin External User in Azure B2C tenant

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