Cannot Access MFA

Question

I have a problem not being able to log in to my microsoft 365 admin account My MFA is no longer used on my old cellphone. How can I reset the MFA.

Answer 1

Hi Yoffi Erigan Ismardiyana I apologize for the inconvenience you're experiencing. I understand the importance of your query, but Microsoft has designated teams for each product. Unfortunately, your query is beyond our scope as we are moderators in the Community and are not authorized to reset any user/admin account. Data Protection Team is the only support team to check and reset account. I have attached this Microsoft official document with contact numbers :Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft LearnFor 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." Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

She: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

She: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

She: Yes

>You can also refer to customer service phone numbers - Microsoft Support

You can also try the following conversation:

1. Dial the phone number.
2. IVR: "Welcome to Microsoft Support. Are you calling home or for business?"
   • She: "Business"
3. IVR: "How can I help you today?"
   • You: "Support for data protection"
4. IVR: "Do you already have a case number?"
   • You: "No"
5. IVR: "Do you have an Access ID?"
   • You: "No"
6. IVR: "Please hold while I transfer your call to the appropriate team."

Please refer to the attached link : MFA M365 Business Premium - only admin locked out - Authenicator - Microsoft Community

Please feel free to let me know if there are any misunderstandings or concerns. SincerelyAlbert |Community Moderator

Answer 2

i can't login to microsoft entra admin center because it lost MFA.

how do I reset my admin MFA

Can you help to reset or delete MFA on my account

Answer 3

Hi Yoffi Erigan Ismardiyana

Thank you for raising your concern in this community.

Based on your description, you cannot access your Microsoft 365 Admin Center due to MFA from the Old phone and you need to know how you can reset the MFA.

There are two possible options that you can use please refer below:

1. If you're the sole administrator of your organization and are unable to access your account due to authentication issues, we recommend contacting the Microsoft Data Protection support team. As members of the Microsoft community team, we do not have the authority to reset user or administrator accounts. The Data Protection team is the only support team responsible for verifying and reinstating accounts. To find the contact number for your Data Protection team, please refer to: Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn OR  Customer service phone numbers - Microsoft Support
2. If there is another administrator with authentication administrator permissions or a global administrator, you can ask them to reset multi-factor authentication (MFA) for your account. The next time you try to log in to your account, you'll be prompted to register a new authenticator app or other authentication method based on your admin center settings.

You can share the following steps with the other Admin on how to reset the MFA

1. Sign in to the Microsoft Entra admin center
2. Browse to Identity > Users > All users.
3. Choose the user you wish to perform an action on and select Authentication methods.
4. At the top of the window, then choose Require re-register MFA. Please refer to the screenshot and the document attached below for more detailed steps:  Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

Most importantly if you are using a new device the Admin should also remove it before you start using the new one**Please feel free to let me know if there are any misunderstandings or concerns.**SincerelyAlbert |Community Moderator