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Question

I can’t login to my account and my authentication isn’t working

Answer 1

Hi @Isaiah Simmons

Welcome to Q&A Community! 

I understand you're unable to sign in to your account because of MFA. 

In case it's a work account which you have User permission, an Admin can help you reset your multi-factor authentication (MFA) settings.  

Therefore, kindly ask the one who is having the Admin permission to help you reset your MFA settings through the Microsoft Entra Admin Center. 

If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support 

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

1. Sign in to the Microsoft Entra admin center as at least an Authentication Administrator. 
2. User > all user.  Select the user you want to act on, and select Authentication methods. then select Require re-register of multi-factor authentication.  

Require re-register MFA:  This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.  

In case you are having Admin permission and there are other Admins in your organization, kindly ask them to reset and revoke MFA settings for your account with other backup methods (e.g., SMS, email, or backup codes). 

In case you're the only Admin in your organization, I'd recommend you contact Microsoft’s Data Protection Team. They can reset MFA or grant temporary access after verifying your identity.  

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, asking for invoice info, etc. 

With your Admin account, please try creating the ticket via the phone number in this article Customer service phone numbers - Microsoft Support 

Once your ticket is assigned and you receive a call from an agent, please be ready to provide details associated with your subscription, such as: 

• Company name 
• Billing information 
• Registered phone number 
• Alternate email address 

Having this information prepared will help expedite the verification process. 

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 

Note:  

Sometimes, you may first hear an automated voice message. Please wait until it finishes. If an agent is available, you will then be connected and receive assistance. 

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. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. We sincerely apologize for any inconvenience this may cause. 

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.  

Thank you very much for your valuable time and your cooperation.   

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