I need my Authenticator app reset

Question

I need my Authenticator app reset

LandD NSSO 10

I need my Authenticator app and MFA details reset as i am not getting numbers or codes sent to my MS Authenticator app to access my 365business account. I cant access anything like admin center or any of the apps and i need this urgently.

Raja Pothuraju 23,715 Reputation points Microsoft External Staff Moderator

2025-03-20T13:28:48.94+00:00
Hello @LandD NSSO,

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 (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.

1 answer

Your answer

Raja Pothuraju 23,715 Reputation points Microsoft External Staff Moderator

2025-03-20T13:28:48.94+00:00

Hello @LandD NSSO,

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 (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

Raja Pothuraju 23,715 Microsoft External Staff Moderator

Hello @LandD NSSO,

Thank you for sharing required 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".

Raja Pothuraju 23,715 Reputation points Microsoft External Staff Moderator

2025-03-27T21:41:52.3766667+00:00

Hello @LandD NSSO,

Just checking in to see if you're able to access your account now. I see that the support ticket status is marked as mitigated. Please let me know if you're still experiencing any issues.
Raja Pothuraju 23,715 Reputation points Microsoft External Staff Moderator

2025-04-03T19:03:44.2033333+00:00

Hello @LandD NSSO,

Just checking in to see if you're able to access your account now. I see that the support ticket status is marked as mitigated. Please let me know if you're still experiencing any issues.

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I need my Authenticator app reset

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