Cannot set up authentication without logging into authenticator?

Question

A couple of months ago I signed up as individual user using my office email to try out certain apps.

Then I also created an organisation using the same email with myself as a single user.

Now I'm ready to expand the usage to other staff but I cannot register myself as admin, because the change in settings requires me to access the authenticator app (to give approval or get a code). BUT when I try to recover authenticator app access the website prompts me to login to the authenticator for further verification?? There is no secondary recovery option such as using email.

Any suggestions? I've seen other users face the security death loop as well but there seems to be no response from Microsoft.

The hotline is also less engaging than talking to a bench.

Answer 1

Okay, finally managed to log in after reviving the dead phone that previously held the authenticator.

I have set up all the backup authentication options.

Now I am facing an issue where am unable to purchase M365 accounts. Every payment related page in the admin center has a message pop-up "Something failed on our end. Try again later." Adding a credit card payment method results in an infinite loading screen. The purchase M365 pop-up page has the credit card listed in the dropdown but the "place order" button is greyed out. The credit card appears in dropdowns but no under the payment methods tab.

The credit card is not the problem because it has already been used for other purchases.

Such an aggravating process over what should be a simple purchase.

Answer 2

The problem when you switched to a new phone, Microsoft doesn't recognize the authenticator app on your new phone. The authenticator needs to be migrated to the new phone and there is a documented process to do this.

Do you still have access to your old phone? That should work.

On the SMS -

When you are first presented with the authentication screen, there is an option to say that I can't use authenticator

If you click on that, do you have an option to receive an SMS?

If you do not have an alternative means to authenticate, your only option is to contact the data protection team, which is the first of the 2 solutions suggested by Ryan earlier. That one requires a lot of patience and time.

Answer 3

I did change the phone and have logged into the Authenticator on the new phone. However, I do not receive the prompt for the login or the verification code.

No change in the phone numbers but the login page does not even give the option to authenticate via SMS.

Answer 4

This issue points to the possibility that you have setup the authenticator app in the past. Is that the case?

If you did, did you switch phone, did you delete the app?

Typically Microsoft will ask you for your phone number as an alternative MFA before you setup authenticator. Are you able to authenticate via SMS?

Regards

Answer 5

Hi DHOO,

When you are facing 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