Cannot re-register MFA

Question

Hi!

I want to re-register my MFA since my phone was lost. My current role is global administrator. However, the “Entra ID - Users - Authentication methods“ page cannot shows my previously registered MFA and the following operations occured error:

Require re-register multifactor authentication: Delete operation failed. Try this command again or delete them one by one in the user authetication blade.

Revoke multifactor authetication sessions: Failed to revoke multifactor authentication.

Could you please give me advice on my issue? Thank you.

Answer 1

Dear @Yang Zhao 

Thank you for posting your question in the Microsoft Q&A forum.   

According to your issue, I understand you are unable to re-register the MFA from the Microsoft Authenticator app after you lost your old device.  

I understand that you are a Global Administrator but are unable to find the previous MFA registration in the Admin Center. Could you please check if there are any other Global Administrators in your organization who might be able to assist with this? Alternatively, you can try creating another Global Administrator account (If you still have access in Admin Center) and access the Admin Center using a different browser or in incognito mode via this account. 

If you can sign in by another Global Admin account or have another GA assist, please follow this article to proceed to reset your 2FA so that you could re-register again: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn 

If no, then you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to DataProtection team who could help you.  

 

If you need further assistance, please let us know.  

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".     

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

Answer 2

Hello Yang Zhao,

Thanks for question.

You will need another global admin to assist you with resetting your account in this scenario.

If there is no other global admin, your only option is to contact support. The way to resolve this is to request for Product Support to reset MFA for the affected users. Contact Product Support with the email address for the affected user.

You can call the global service line here:

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

The above is cited from: https://learn.microsoft.com/en-us/xandr/curate/troubleshooting-mfa?source=recommendations

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

Regards,

Abiola