Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
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Lost my 2FA – Unable to Access Azure Account – Requesting Urgent Help
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Rob
0
Reputation points
I upgraded to a new phone but the Authenticator app didn't come over and I've lost my 2FA for my account and I'm totally locked out.
Our system urgently needs to have important configuration settings changed for deployed services, but we cannot access the account.
I can prove identity/ownership but I appear to be stuck in a never-ending AI chat bot loop when I call support.
This is the admin account so there is no recourse internally.
Is there any way to get a hold of an account recovery process?
Please help.
Microsoft Entra ID
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Goutam Pratti 5,220 Reputation points Microsoft External Staff Moderator2025-04-19T17:07:13.6866667+00:00 Hello @Rob ,
I understand that you upgraded to a new phone, but the Authenticator app didn't come over and you have lost your 2FA for your account and totally locked out.
I suggest resetting your MFA settings using the user account you're attempting to sign in with the help of a global admin in the tenant. The global admin can do this by selecting the 'Require re-register multifactor authentication' option.
For more details, you can refer to the following documentation: Manage user authentication options
If you don’t have another global administrator and you are the only global admin available to reset your registered MFA, this situation would fall under 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
We can then discuss further and assist you in resolving this issue.
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Goutam Pratti 5,220 Reputation points Microsoft External Staff Moderator
2025-04-21T11:11:22.2733333+00:00 Hello @Rob ,
Just following up to see if you had a chance to review the details I shared, so we can discuss further and help resolve the issue.
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Goutam Pratti 5,220 Reputation points Microsoft External Staff Moderator
2025-04-22T12:56:13.01+00:00 Hello @Rob ,
Just following up to see if you had a chance to review the details I shared, so we can discuss further and help resolve the issue.
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