I can't log into my account because I lost my mobile phone and can't verify it.

Question

Hello, I can't log in to the account_PII removed_..onmicrosoft.com because I lost my mobile phone and can't verify it.

PII removed.

Answer 1

Dear @Luboš Mikovec,

Thank you for contacting Microsoft Q&A. 

According to your description, I'm sorry to hear about the trouble you're facing with your institutional accounts.

 If you're a regular user, I would recommend you contact your account's Admin to help you reset the authentication to let you sign in again. 

In the Entra admin center, an administrator can set user accounts to require re-register of multi-factor authentication (MFA).   

If you need help finding your admin, please see: How do I find my Microsoft 365 admin? - Microsoft Support 

Please have your administrator follow the steps shown in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID … 

 If you're the only administrator: 

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.   

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft data protection team. 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 

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 

  If your organization's Office 365 Business/Education 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. 

If you still cannot reach to agent, there is still a workaround, 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.  

I hope this information helps point you in the right direction. If you run into any issues while trying the steps, or if something still doesn’t feel quite right, please don’t hesitate to reach out again. I’ll do my best to support you however I can.  

Looking forward to hearing back from you with any updates or additional details. 

Warm regards, 

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Answer 2

Hello Luboš Mikovec

My name is Muffuh Bertrand and i'm a Cloud Infrastructure Engineer and a Microsoft user like you.

Regarding your issue, Microsoft accounts commonly use two-step verification (2FA): password + second factor (SMS, phone call, Microsoft Authenticator approval or code). However, If that second factor is unavailable, the automated sign-in flow blocks access.

To better assist you, we need more information on the following to narrow down the issue.

1. Can you please confirm the type of account you are using? Is it a personal or work account?
2. Have you tried reaching out to your global admin or (IT/helpdesk) to reset and change your MFA authentication number?
3. Can you please confirm if you have tried filling out the Microsoft Recovery form? https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Note, if you are the only global admin i will recommend you contact Microsoft Data protection team https://support.microsoft.com/fr-fr/topic/contacter-le-support-microsoft-office-fd6bb40e-75b7-6f43-d6f9-c13d10850e77 regarding the issue.

Hope this helps. Please feel free to repost or submit a vote if you find the information helpful.

Sincerely,

Bertrand