ATTN: Tenant lockout / MFA Reset

Question

Hi Microsoft Support,

I am the sole Global Administrator of the following Azure tenant, and I am currently locked out due to MFA issues:

Tenant: REMOVE PII

Admin account: REMOVE PII

Recovery email: REMOVE PII

I originally set up two-factor authentication (Authenticator app) on my previous mobile device. After replacing it, I attempted to configure MFA in the Authenticator app on my new phone, but I continuously receive a prompt for a code from the old device—making it impossible to complete the setup.

I have already changed my account password, yet I remain unable to reconfigure MFA. As I am the only admin, there is no other account that can reset MFA via the portal. Regards,

Ahtasham

Answer 1

Hi Ahtasham ul haq

Welcome to Microsoft Q&A forum  

I'm sorry to hear that you're having trouble signing in to your Microsoft account due to the authenticator app. You can try my suggestion:  

1.Contact Microsoft Support:  

-Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support  

-When prompted, specify:  

-In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.  

Answer: Authenticator.  

A: What products do you use?  

B: Office 365 for business.  

Verification: Education or company account?  

B: For companies  

A: Are you an administrator?  

B: Yes.  

A: Are there any other administrators in your organization?  

B: No.  

A: I need one.... Service request?  

B: Yes  

2.If Your Account Is Managed by a Partner/Reseller:  

-Contact your reseller’s support team to open a service request on your behalf.  

3.If Support Is Unreachable:  

You might consider registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans | Microsoft. This would allow you to create a new tenant following the provided prompts. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.   

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

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