I lost access to my Microsoft Authenticator App to access my admin.microsoft.com login. The account is **PII Removed**

Question

I thought I backed up my Authenticator app when I reset my phone. But now I can't access
admin.microsoft.com using my PII Removed email. I know the password, and can even change the password, but without the Authenticator app I can't login, is there any chance of doing a recovery?

Answer 1

Hi John Wales,

Welcome to Microsoft Q&A Forum!

Have a good day and I hope you're doing well!

I'm truly sorry to hear about the frustration you're experiencing after resetting your phone and losing access to Microsoft Authenticator especially when it blocks you from important accounts, and I appreciate you reaching out for help. Based on my experience, backups and restores for Authenticator aren't always as seamless as we'd hope; often, after a full reset, you'll need to manually re-add and set up your accounts from scratch. 

To better assist you, could you kindly confirm where exactly you were able to change your password? This will give me valuable insights into your setup: 

• Through My Account at https://myaccount.microsoft.com? 
• Or another method. Please feel free to describe it? 

If you still have access to any device where you're already signed in (like an old laptop), that could be a great starting point: 

1. Head over to https://myaccount.microsoft.com and navigate to Security info. 
2. Remove the "Microsoft Authenticator" method, then add it back by opening the Authenticator app on your phone, selecting Add account > Work or school account, and scanning the QR code displayed on the website. 

If you're unable to reach Security info. There are reliable paths forward: 

• If an admin with another Global Administrator in your organization, I recommend contacting your IT department or that Global Admin. They can reset your MFA settings for you. For guidance, here's a helpful resource: Manage authentication methods for Microsoft Entra multifactor authentication – Microsoft Learn. 
• If you're the sole administrator and fully locked out, the best next step is to reach out to Microsoft Support by phone for personalized verification and assistance: Customer service phone numbers – Microsoft Support. 

To help me support you even more effectively, could you please share a bit more about your situation? 

• Which of the options above did you use to change the password, and what steps did you follow? 
• Do you have any device where "Remember MFA for X days" might still be active, allowing temporary access? 
• What other verification methods (e.g., SMS, phone, or email) do you have set up? 
• Is there another Global Admin in your tenant who could assist with resetting your MFA? 

I really hope the information I provide will help you partially. Thank you so much for providing these details. It will allow me to guide you through the most appropriate solution. I'm here to help every step of the way, so please don't hesitate to reply with any questions.

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Answer 2

If you've lost access to your Microsoft Authenticator app and are unable to log in to the Microsoft 365 Admin Center, here are two approaches you can take depending on your current access level:

         **You Still Have Access to the Admin Center via Cached Credentials or Token**

If you're still able to access the Admin Center (possibly due to cached credentials or an active session), you can resolve this by creating a Break Glass Account with Global Administrator privileges. This account serves as a backup and can help you regain control.

Steps:

• Create a Break Glass Account:
  Log in to admin.microsoft.com.

Navigate to Users > Active Users.

Create a new user account and assign Global Administrator role.

Ensure this account is excluded from MFA policies to prevent lockout.

Access Microsoft Entra Admin Center:

Go to entra.microsoft.com.

On the left pane, select Users.

Manage MFA Settings:

Click on the user whose MFA needs to be reset.

Under Authentication Methods, click the gear icon.

You’ll see options to:

Require re-registration

Reset MFA

Revoke MFA sessions

Save the changes.

Next Login:

• The affected user will be prompted to set up MFA again during their next login.

                                      **No Access to Admin Center**
  

If you’re completely locked out and cannot access the Admin Center, the best course of action is to raise a support ticket with Microsoft.

Steps to Raise a Support Ticket:

Use a different tenant (e.g., from a friend, colleague, or family member) to log in to Microsoft Support.

Provide the following details clearly in the ticket:

Tenant domain name

UPN (User Principal Name) of the locked-out account

Email address where you can be contacted

Phone number for verification

Description of the issue (mention loss of access to Authenticator and inability to log in)

Microsoft has a dedicated team that handles account recovery and will guide you through the verification and reset process.

NOTE!
*Always maintain at least one MFA-exempt Global Admin account for emergency access.