Admin user cannot access not working Authenticator app

Question

Hi,

I have a business microsoft 365 account for small business. I am the only admin of it. There is no IT team involved.
Today I changed my password to microsoft 365 account and suddenly I was not able to log in to my e-mails app. It requested me to verify my identity in Microsoft Authenticator app by choosing the indicated number. The Microsoft Authenticator App was showing however any numbers to choose. It prevents me from the access to my Business account. I am also not able to log in also to admin account to manage/change the ways of two-factors authenticators because the history repeated itself: it ask for choosing the indicated number in The Microsoft Authenticator App but the App does not show anything. I am not able even request for on-line support, because every time it asks me to verify in my Microsoft Authenticator, which does not work. I checked my device, notifictations settings, etc – they are proper (I have another – private - account connected with the Authenticator App and the app works properly with the another account, so device setting must be ok). Because of the App stopped working for my business account, I am not able even to ask service support for online support - in the first step it requests to log in to may account and verify my identity using The Microsoft Authenticator (!).  In that way online support for business is completely denied for those who have problems with the with the Microsoft Authenticator. The chat bot on global phone support suggest to use on-line support, to which I can not log in because of not working Microsoft Authenticator. I do not have any other way setup to receive codes through the not working Microsoft Authenticator App (as this Microsoft Authenticator App suggests). Catch 22.

Could you help, please.

Answer 1

Hi Iwona,

When you are facing MFA issue blocking your access to sole global admin account, the only way to recover your global administrator account is to call Microsoft Business Support global phone number and talk to the AI to direct you to the right support team. You may need to call within business hours. Also, you can try neighboring country or dial the United States support phone number if you unable to reach support in your country.

Customer service phone numbers - Microsoft Support

Based on reports from community users, there are possibilities that the AI isn't smart enough to understand your speaking and fail to direct you to the support person. You may need to speak slowly and clearly to the AI. And some users may need to try multiple times to call and reach the right support team at the end. In this situation, be patient and try more times to reach out to the support team.

To check how to make a success call, refer to the following two success examples:

I cannot Login to my Admin Account - Microsoft Community

Microsoft Authenticator not NOTIFY about CODE - Microsoft Community

Please note that anyone here, including community moderators, is not eligible or authorized to help regain your access to Global Admin account. The above method is the only official channel to help you on the issue.

Hope the information above is clear for you.

Best Regards,

Ryan