I am locked out of my Microsoft account and have lost access to all devices that had the Microsoft business account logged in. And since I am the admin user as well, resetting the password isn't and option either.

Question

when I enter my password, it says enter the verification code shown on Microsoft authenticator app (but I don't have access to it), next step/option is to approve the login request on the outlook app (I am logged out of that as well). So essentially stuck until someone from Microsoft turns off my two factor authentication, only then I can login with my usual password.

Answer 1

Hi @Kriti Kumar, 

I hope you are having a great day.

I'm reaching out again to follow up on your issue and check if everything has been resolved. My goal is to ensure your experience remains smooth and hassle-free. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it. 

If you have any further questions, feel free to tag me in your reply so I can assist you directly.

Looking forward to your update.

Answer 2

Good day @Kriti Kumar, 

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. Did you have time checking the previous response? If you need assistance with anything else, kindly respond to this email, and I will be happy to help.

If you've submitted a support ticket, you can share the ticket ID to me via private message so I can keep tracking and help processing it.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process. 

I look forward to hearing from you soon.

Answer 3

Hi @Kriti Kumar, 

Thank you for reaching out to Microsoft Q&A Community. 

As per the description you have shared, we understand that you can't be able to sign into your admin account due to Authenticator issue.  

May I ask if your organization has another global administrator who still has access to the Microsoft 365 admin center?

Scenario 1 - If there is another admin available, they can help reset your MFA by following these steps:  

Sign in to the Microsoft Entra admin center.  

Locate your user account and go to Authentication methods   

Select “Revoke multifactor authentication session”  

Then choose "Require re-register multifactor authentication".     

Once this is done, you’ll be prompted to set up MFA again on your new device during your next sign-in.  

Scenario 2 - If you are the only administrator in your organization, you can contact Microsoft Support directly via phone to open a support case. This will allow you to speak with a representative who can assist with verifying your identity and initiating the recovery process: Customer service phone numbers - Microsoft Support 

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:  

What kind of problem are you experiencing?     

Answer: Authenticator     

What products do you use?     

Answer: Office 365 for business     

Is this for an education or company account?     

Answer: For companies     

Are you an administrator?     

Answer: Yes     

Are there any other administrators in your organization?     

Answer: No. I am the only admin in my tenant      

Do you need a... Service request?      

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.  

If your organization's Office 365 Business subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.  

Scenario 3 - If you still cannot reach to agent, I recommend that you follow these steps: 

1. Set up a Temporary Microsoft 365 tenant using trial license: Microsoft 365 Business Plans and Pricing  

2. Raise support ticket  

Once you have created and registered a free trial, please visit Microsoft 365 Admin Center and click " Help & Support " to raise your ticket.  

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.    

I hope the above information is helpful for you. If there's anything else I can help you with, please feel free to reach out again.  

Looking forward to your response.

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