Alternatives for 2-factor verification issues?

Question

I am the admin for my business's Office 365 account. For context this account was set up by someone else and I inherited the responsibility of managing it when I took over in the role.

I have not had issues previously logging in with the log in information provided to me by the previous person in my role. However, when I went to log in today it is sending me to a 2-factor verification page (trying to send a text or call), to a phone number no one at our business recognizes.

Unfortunately, given I had no trouble logging in before I did not note much about our account details, other than the log in info. Now without being able to log in I don't have any of the back up info.

For one of the largest tech companies in the world Microsoft customer service lines have been incredibly unhelpful thus far, so I'm wondering if anyone else has had similar issues and found a solution.

Any help is much appreciated!

Answer 1

Dear AriFX,
 
Good day! Thank you for posting in Microsoft Community. We are here to assist you.

As per your description, l understand how frustrating it must be to experience MFA issue. I’d like to resolve this situation for you immediately. Before moving forward, may l know if there is any other Global Administrator in your organization? If there is another GA in your organization, you can ask them to disable MFA for your account or you can also Re-register MFA.

To turn off per-user MFA, see Turn off legacy per-user MFA

To re-register MFA, see Manage authentication methods for Azure-AD Multi-Factor Authentication .

If no other GA is available, it means no one in your organization can help to disable MFA for your account.

With regards to your query about MFA , please note that we forum team is a public channel which has no permission to change customer's account information. And this matter is very sensitive and should not be discussed here in a public forum which is accessible to all Microsoft customers. We value you organization’s security and privacy, hence we suggest you to contact our Data Protection Team directly and we will create a Service Request ticket for you, please see article for instructions: Get support - Microsoft 365 admin | Microsoft Learn. You can also find the support phone number by country or region via this article: Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn Our Data Protection Team is a dedicated team which has much more experience to deal with such kind of issue. They will ensure that your organizations data is secure and will remail private. Thank you for your cooperation.

In the meantime, I hope you continue to enjoy our service! If there’s anything else I can do for you today, please let me know. I’m always here to assist you.

Best regards,

Tammy | Microsoft Community Moderator.