MFA problem

Question

I am the only Global Administrator of our Microsoft 365 tenant. I know my password, but I cannot sign in because MFA is linked to my mobile phone via Microsoft Authenticator, which was installed on another device I no longer have access to. Please help me reset MFA and regain access to my admin account. I can provide billing details, or verify domain ownership via DNS TXT record if required.

Answer 1

Here are my suggestions

 

1. Since you no longer have the old device, you cannot authenticate using it.
2. Do you have the option to authenticate via other means like email?
3. Since you are the only admin, there is alternative administrator to reset your account
4. Did you purchase from a reseller? Can the reseller use delegated admin to help you reset your account?
5. If you are the only administrator, and there are no other means for you to get access, then you have to contact the Microsoft Global Support phone numbers

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

1. These phone numbers have Interactive Voice Response agent (IVR). Due to phone connection quality, and also your accent, some people have feedback that they have difficulty talking to a person. So using a good phone line, speaking slowly and clearly, might be an important factor.
2. Others have feedback that following this script might be helpful

 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies or For education

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? 

You: Yes 

 

Hope this helps