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Issue with MFA

Anonymous
2024-09-23T11:07:13+00:00

Hi,

I’ve set MFA with Auth App verification as only method (no sms, no mail codes). I’ve got new iPhone and old is restored to factory defaults. No Auth App backup set. I’ve got only one Global Admin there. Now without access to tokens in Auth App have lost admin access. How can I restore access ? Can’t even raise a ticket in my help and support.

Microsoft 365 and Office | Install, redeem, activate | For business | Other

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  1. Anonymous
    2024-09-23T13:46:49+00:00

    Hello Tanvi Patel**,**

    Good day! Thank you for reaching out to Microsoft community.

    It seems like that you're facing an issue with Multi-Factor Authentication (MFA) after setting the Authenticator App as your only verification method. You recently switched to a new iPhone, and since the old phone was reset to factory settings without backing up the Authenticator App, you no longer have access to your MFA tokens.

    With no SMS or email as backup methods and only one Global Admin account, you've lost admin access and are unable to raise a support ticket.

    In the meantime, **** you may try contact Microsoft Support:

    1. Visit this site: Contact - Microsoft Support.
    2. Type your problems in the search box. For example, signature/tax invoices/refunds, etc.
    3. Now click on Get Help and select Contact Support below.
    4. Go to the Products & Services tab and choose the Microsoft 365 & Office or Other Products category
    5. On the Category tab, choose Manage My Subscription or other alternatives.
    6. Go to Confirm.
    7. You can now choose the Chat with a support agent option in your web browser.

    Note: The Chat support team only works at certain times, so if the last window says you're not available, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

    You can also call Microsoft Billing Support at Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn.

    While I can provide general assistance, there is a dedicated Microsoft Authenticator community that can offer more specialized support for this specific issue. I recommend visiting the community for detailed steps on recovering or resetting your two-step verification settings. Please let me know if you need any further assistance or guidance in the meantime.

    I understand your concern but since your problem is related to authenticator app, I would also like to suggest you post your concern in the related community i.e., Ask a question - "Microsoft Authenticator - Microsoft Q&A" to get the detailed help from the experts.

    For more information, you may also check this MS article: Microsoft Authenticator FAQs - Microsoft Support.

    Apologies for redirecting you to different community as the members in the category posted focus on the users with out of the box concerns on Microsoft 365 exchange online and have limited knowledge on the Microsoft Authenticator; so, to get the fast and better assistance, we have redirected you in the correct path.

    If you find my information Helpful, please help me vote on it. With your vote, other users who are looking for the same details on this community site can easily find this thread.

    Appreciate your patience and understanding. Have a great day!!

    Best Regards,

    S M Nazmun Nur

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