Phone replaced, Authenticator app not accessible, I am the admin, cannot log in - URGENT

Question

I have a new phone, I am the admin of my org. I have no way to access the authenticator app on the old phone and now it seems I cannot log in at all. This is urgent. I need to access my org but I am unable because it will not let me in without the code from authenticator. Please have someone contact me asap so I can get back into my account.

Answer 1

If you have an admin login issue then only phone support can help and ask them to escalate your issue to the data protection team. 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

You: Admin login.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes

You also need to provide your subscription purchased information such as company name, billing information, phone number etc. See: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

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