M365 Admin Account 2nd Authentication Problem

Question

I have a customer. Due to personnel changes in his company, his current M365 Admin Account only has a password, and no 2nd Sign-in information, and the supplier information cannot be found. He cannot log in to this account anymore and now wants to turn off all 2nd Authentication settings for this account. Please Help.

Answer 1

Hi YipDesmond,

Thank you for raising your concern in this community. Based on your description, your customer is having trouble accessing Microsoft 365 account because of the Authenticator App.

If your customer is the only Admin, I suggest you contact Data Protection team, because we are from community team and we are not authorized to reset any user/admin account. Data Protection Team is the only support team to check and reset account. To find contact numbers of Data Protection team, please check: Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn or Global Customer Service phone numbers - Microsoft Support.

For example, when you open this link, Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn you can choose your location if you are from North America or Central America. You will then find the contact numbers listed for your region."

 

But if it happens that the supplier is now available, I suggest that you contact that supplier and ask them to reset the authentication method of the account using the steps below:  Manage user authentication options. 

If your account is Microsoft personal account (outlook.com/live.com/Hotmail.com), please reply back to us, so we can involve personal account team for further assistance.

Thank you so much for your precious time and co-operation.

Sincerely,

Albert | Community Moderator.