Microsoft Security | Microsoft Entra | Microsoft Entra ID
A cloud-based identity and access management service for securing user authentication and resource access
Cannot access account with Microsoft Authenticator due to replacement phone.
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Jason M
0
Reputation points
I have a Microsoft Office Business Basic account and I had to get a replacement mobile phone and lost access to my Microsoft Authenticator app.
Every time I try to log in, Microsoft asks for a verification code from the Authenticator app, which I no longer have access to. I’m stuck in an endless MFA loop—I need the app to verify my identity, but I can’t access the app without verifying my identity first.
The password is valid but I’m always prompted for the Authenticator code. I also can’t disable two-factor authentication (2FA) since I need to verify my identity using the same app I no longer have.
I need help regaining full access to my account.
How do I contact Data protection support team so I can regain access to my account?
Microsoft Security | Microsoft Entra | Microsoft Entra ID
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Goutam Pratti 6,195 Reputation points Microsoft External Staff Moderator2025-05-05T20:12:26.77+00:00 Hello @Jason M ,
I Understand you have a Microsoft Office Business Basic account, and I had to get a replacement mobile phone and lost access to my Microsoft Authenticator app.
Every time when you try to log in, Microsoft asks for a verification code from the Authenticator app, which you no longer have access to. You have stucked in an endless MFA loop—you need the app to verify the identity, but you can’t access the app without verifying your identity first.
I recommend you to reset your MFA for the user account which you are trying to login with the help of any other Global Administrator in the tenant.
They can achieve 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 6,195 Reputation points Microsoft External Staff Moderator
2025-05-06T17:40:31.87+00:00 Hello @Jason M ,
following up to see to provide the mentioned details in the private message to discuss the issue further.
Let us know if you have any additional queries. Happy to assist you further.
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Goutam Pratti 6,195 Reputation points Microsoft External Staff Moderator
2025-05-07T19:24:27.2233333+00:00 Hello @Jason M ,
following up to see to provide the mentioned details in the private message to discuss the issue further.
Let us know if you have any additional queries. Happy to assist you further.
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