MFA Lockout: Sole Admin

Question

I am the only administrator for the ********* Azure AD, office 365, and Onedrive tenant. My primary authentication method, the Microsoft Authenticator app, was on a phone that was stolen. I am now unable to log in, and I require urgent support to reset my MFA and restore access to my account. I am unable to use the online support portal due to the login requirement.

Answer 1

Hello Olasunkanmi Ajiboye

Thank you for posting in the Microsoft Community.

I understand you're unable to access the online support portal due to the login requirement and Microsoft Authenticator app that was on the stolen phone.

For a single global administrator account, the only way to recover it is to call the Microsoft Business Support global phone number and speak to the AI to direct you to the right support team.

Customer service phone numbers - Microsoft Support

Based on reports from users in the community, there are possibilities that the AI is not smart enough to understand your speech and will not direct you to the support person. You may need to speak slowly and clearly to the AI. And some users may need to try several times to call and contact the right support team at the end. In this situation, be patient and try more often to contact the support team.

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

I can't log in to my administrator account - Microsoft Community

Microsoft Authenticator does not notify you of the CODE - Microsoft Community

If an organization's Office 365 Business/Business/Education subscription is from a syndicated partner or reseller, and if the global admin can't open the service request on your end, you might need to contact the reseller's support provider so that they can help the global admin open the service request on your ultimate heir. after the Office 365 support team participates in the service request created.

Please note that anyone here, including community moderators, is not qualified or authorized to help regain their access to the global administrator account. The above method is the only official channel to help you on the matter.

I hope the above information is clear to you. Your patience and cooperation are greatly appreciated.