I am locked out of my Entra ID Administrator Account

Question

I am locked out of my Entra ID Administrator Account

Brandon 0

I accidentally deleted the Entra admin Microsoft account off of my Authenticator app. The only MFA option in the ruleset for whatever reason is this:
entra-code

I would get this code from the Authenticator app (before I deleted the account from the app). Note: There are not other sign-in options. Passwords, sending codes to an email address, etc are unavailable.

There are no other Administrators in the Organization.

When I add the account back to my authenticator app via email & password combo, I get an 8 digit OTP. However, the code in the above screenshot is 6 digits max (the input does not allow for more than 6 characters). I tried the first 6, last 6, and middle 6 digits of the OTP and nothing worked.

I can sign into the Microsoft account, but continuing into Entra requires the 6 digit authenticator code which I no longer have access to. How can I recover the account by either
a) Turning off all MFA for Entra without being signed into the Admin account,

b) Getting the Authenticator app to display the 6 digit code instead of an 8 digit OTP

c) If neither of the above options are possible, what phone number in Microsoft support can I call to help with the issue? I need a real person to talk to that understands Entra, not an AI helpdesk / support website or the global support number as I've tried them and they don't even seem to understand what Entra is.

Khuloud Alkaf 10 Reputation points

2025-04-08T20:48:49.6266667+00:00
If you don’t have access and it’s not a school or work account (where an IT department can assist), you might need to contact Microsoft Support directly.

In the Microsoft Support portal, type "authenticator app not working" in the search bar.

Scroll down and click the "Contact Support" button.

Select "Microsoft 365 and Office" as the product category.

Choose "Chat with an agent in the browser" and follow the on-screen instructions to complete the process.

If this solution helped you, consider upvoting and accepting the answer to assist others facing the same issue.
Brandon 0 Reputation points

2025-04-08T23:32:37.47+00:00

I just used the Chat with an agent feature, and that is how I was wanting to communicate with an agent. Thanks so much for pointing that out!

However, as soon as the agent discovered my question was about an Entra account, she gave me a list of phone numbers to call and said she couldn't help further. Unfortunately, those phone numbers were all completely automated systems where I never got to speak with a real person. They pointed me to generic support links - an endless loop of material that doesn't address my specific problem.

Is there a similar chat feature for commercial / business Microsoft products I can use that is the same as the chat you gave in your reply? Thanks again for your help!
Sanoop M 2,660 Reputation points Microsoft External Staff

2025-04-10T05:06:16.2633333+00:00

Hello @Brandon,

I am following up to check whether if you have checked my below answer where I have asked you to provide the requested details in order to create a support ticket with Data Protection team.
Sanoop M 2,660 Reputation points Microsoft External Staff

2025-04-11T08:14:33.5933333+00:00

Hello @Brandon,

Since we didn't receive your response on my below answer, I am following up to check whether if you have checked my below answer where I have asked you to provide the requested details in order to create a support ticket with Data Protection team.

1 answer

Your answer

Khuloud Alkaf 10 Reputation points

2025-04-08T20:48:49.6266667+00:00

If you don’t have access and it’s not a school or work account (where an IT department can assist), you might need to contact Microsoft Support directly.

In the Microsoft Support portal, type "authenticator app not working" in the search bar.

Scroll down and click the "Contact Support" button.

Select "Microsoft 365 and Office" as the product category.

Choose "Chat with an agent in the browser" and follow the on-screen instructions to complete the process.

If this solution helped you, consider upvoting and accepting the answer to assist others facing the same issue.
Brandon 0 Reputation points

2025-04-08T23:32:37.47+00:00

I just used the Chat with an agent feature, and that is how I was wanting to communicate with an agent. Thanks so much for pointing that out!

However, as soon as the agent discovered my question was about an Entra account, she gave me a list of phone numbers to call and said she couldn't help further. Unfortunately, those phone numbers were all completely automated systems where I never got to speak with a real person. They pointed me to generic support links - an endless loop of material that doesn't address my specific problem.

Is there a similar chat feature for commercial / business Microsoft products I can use that is the same as the chat you gave in your reply? Thanks again for your help!
Sanoop M 2,660 Reputation points Microsoft External Staff

2025-04-10T05:06:16.2633333+00:00

Hello @Brandon,

I am following up to check whether if you have checked my below answer where I have asked you to provide the requested details in order to create a support ticket with Data Protection team.
Sanoop M 2,660 Reputation points Microsoft External Staff

2025-04-11T08:14:33.5933333+00:00

Hello @Brandon,

Since we didn't receive your response on my below answer, I am following up to check whether if you have checked my below answer where I have asked you to provide the requested details in order to create a support ticket with Data Protection team.

Answer 1

Hello @Brandon,

Based on your issue description, it appears that you accidentally deleted the Entra admin Microsoft account for your Authenticator app 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 your 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 further, 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 admin account)

Country

TimeZone

Please send me the above requested details via private message and I will proceed with creation of support ticket with Data Protection team and they will further assist you in resolving this issue.

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I am locked out of my Entra ID Administrator Account

1 answer

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