MFA Authentication Reset

Question

I set up an account about 2 months ago ******@vXXXXXXonmicrosoft.com I am the ADMIN for this account. I just reset my old phone to be shipped back without transferring the Authenticator information to my new phone. Now I am "locked out" from accessing anything. It keeps asking to go to the authentication app but it's not configured on my new phone.

Matthew B

#NeedhelpASAP.

Removed PII by MSFT due to data privacy

Answer 1

I appreciate the quick response. There has to be a better way going forward. Everyone changes phones all the time. So every time this happens what is the normal process? What if I needed access to the account ASAP?

Answer 2

I am user just like you.

To reset your mfa, first you need admin access , as per information given my Microsoft Agent, your current situation need to transfer to Data protection team who is Microsoft ‘s standard support team. This team will do his confidential process for your admin account access. They can take couple of days because they will never take any risk for any wrong process for your tenant data. Better to contact this team via phone support. Only they can help you for your current situation.

Answer 3

Yes - I am the only one who has access to this account.

Answer 4

Hi Braun Matthew,

Good day.

I hope you're doing well. Thank you for posting to the Microsoft Community.

According to your description, if you are only the Office 365 global administrator in your Office 365 Business Standard / Enterprise / Education tenant organisation, this specific situation will be handled by Microsoft's higher-level support team, they will do standard and confidential process for the global administrator account from their side, this team may take a few days to do the standard verification process, because this whole scenario is relevant with the data security of your Business or Enterprise tenant. Because since we, the forum moderators, have limited access permission and resources, we cannot take any action in this public forum for admin account or end user account related situation. Because, certain standard process is required.

For this process, as Microsoft 365 global administrator may need to contact our support team or Microsoft Business technical support team by phone support: (select your country's region code): Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn

Note: Microsoft 365 Business or Technical Support Engineer may collect alternate e-mail address information to assist in the verification process.

When you call hotline as phone support, please request them to escalate your case to proper support team. While phone call, press "1" as business email user and press "1" again as technical support. Our Business support team may ask you some information such as subscription, billing , email address or phone number, domain etc.

I would really appreciate your precious time. Thank you again for your kind cooperation.

Stay safe and healthy.

Sincerely,
Darpan