Office 365 Admin / User

Question

Hi,

I’m currently unable to access my Office 365 Admin account due to a change in my phone, which means I’ve lost access to my authenticator app. This has locked me out entirely as I’m prompted to use the authenticator app or sign in, but both options require the 2FA process.

I have tried several recovery methods:

• Account recovery tool: Unsuccessful due to 2FA restrictions.
• Alternative sign-in links and "Use another method": Both lead back to the 2FA loop without success.

Could you please assist with resetting my Office 365 Admin access or provide guidance on bypassing this loop?

Thank you for your help.

Best regards,

Answer 1

Hello Andrè Nordholm,

Greetings! Thanks for posting in the Microsoft Community!

Based on your description, I understand that you have lost access to your account due to the Authenticator issue.

Since you have changed your phone and do not have access to Authenticator now, it is suggested to contact another Global Administrator (if any) and ask the administrator to reset the authentication method for your account. The administrator can do this by following: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn (If you're not sure who your admin is, see this How do I find my Microsoft 365 admin? - Microsoft Support

If you are the only Administrator and cannot access your account due to an authentication issue, it is suggested to contact the Microsoft Data Protection team as we are from the community team and are not authorized to reset any user/administrator accounts. The data protection team is the only support team to verify and reset the account. To find the Data Protection team's contact number, see Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn or Customer service phone numbers - Microsoft Support
numbers. Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.

For some countries, it will be an automated conversation like: First, when you call the hotline, it asks what kind of problem you're worried about.

Answered: authenticator.

A: What kind of product are you using?

B: Office 365 for business.

A confirmation: education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Do you have the other admin in your organization?

B: No.

A: You need one.... Service request?

B: Yes

Thank you for your precious time. Have a nice day!

Please note that as members of the community, we do not have access to user information or the tools necessary to assist you directly due to privacy limitations. However, we're here to help point you in the right direction and connect you with the right support channels where you can get the assistance you need.