Cannot log into admin organisation admin account

Question

I cannot log in to my user account which is also the admin account as after entering the password it requires a microsoft authenticator code however my authenticator app then shows 'Sign in error' when the notificaton appears. I cannot re-add the account to my authenticator as it then again asks for the code which I cannot get.

I am the administrator for the organisation so cannot ask for the MFA to be changed. Just stuck in a loop where I cannot access the account and dont know what to do?

Answer 1

Hi Neil Maddison,

Thank you for posting to Microsoft Community. We are happy to assist you!

As per the description you have shared, we understand that your problem is "can’t login to the Microsoft 365 admin account due to the Authenticator app isn’t working”. Feel free to correct me if my understanding is wrong.

We do understand your concerns here, but as your query related with account, it needs to check from back-end side, since we belong to Microsoft community site and our forum is public, we have no privilege to examine account related queries. Please refer to the suggestions below to access your account.

1. May I know do you have Use a different verification method or can't use Authenticator app option on the login page, Please refer to the link https://support.microsoft.com/en-us/topic/change-how-you-do-additional-verification-956ec8d0-7081-4518-a701-f8414cc20831 if you have that kind of option, please click on it and check if you are able to get the authentication code with different methods.
2. If you are the only M365 global admin account in this tenant, we sincerely recommend that you contact our data protection team directly via phone support. The Global Administrator account is relevant to the security of your organization, we value the security and privacy of your organization, so for your concerns, you can contact our hotline via https://learn.microsoft.com/en-us/microsoft-365/admin/support-contact-info?view=o365-worldwide&viewFallbackFrom=o365-worldwideand we will create a service request ticket for you. So our data protection team can assist you further. If there is another admin you can find, please follow https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings and reset your authenticator.

We really appreciate for your kindly understanding and cooperation on this matter. For other questions, feel free to add your post in the Microsoft Community team.

Regards,

Microsoft Community