Lost access to MFA device as the only GA in the Azure tenant

Question

Lost access to MFA device as the only GA in the Azure tenant

Yan Xu 1

I tried to log a ticket but seems everything needs to be executed from inside of the portal, which I cannot log back in. what can I do now? Thanks a lot

Abiola Akinbade 27,060 Reputation points

2025-04-10T06:06:35.8133333+00:00

Hello Yan Xu,

In this situatiom try to contact Global Support via their numbers here:

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

You can mark it 'Accept Answer' and 'Upvote' if this helped you

Regards,

Abiola
Yan Xu 1 Reputation point

2025-04-10T07:23:18.3666667+00:00

tried to call and waited over 1 hours with the music and no one answers
Sakshi Devkante 3,070 Reputation points Microsoft External Staff

2025-04-10T09:11:47.5266667+00:00
Hello Yan Xu,

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

Abiola Akinbade 27,060 Reputation points

2025-04-10T06:06:35.8133333+00:00

Hello Yan Xu,

In this situatiom try to contact Global Support via their numbers here:

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

You can mark it 'Accept Answer' and 'Upvote' if this helped you

Regards,

Abiola
Yan Xu 1 Reputation point

2025-04-10T07:23:18.3666667+00:00

tried to call and waited over 1 hours with the music and no one answers
Sakshi Devkante 3,070 Reputation points Microsoft External Staff

2025-04-10T09:11:47.5266667+00:00

Hello Yan Xu,

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

@Yan Xu

Thank you for sharing update 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, azure support has raised a support ticket by involving Data Protection team through a support ticket. Please connect with 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.

Please remember to "Accept Answer", so that others in the community facing similar issues can easily find the answers.

Share via

Lost access to MFA device as the only GA in the Azure tenant

1 answer

Your answer