Reset the MFA methods for the admin account.

Question

For our company REMOVE PII. I am the Global Admin of the Microsoft 365 tenant, but I cannot log in due to MFA. We log in via REMOVE PII and we have already reset the password. Unfortunately, we are stuck on the MFA code.

Our licences were purchased directly from you, Microsoft. We have access to the email address where the invoices are sent: REMOVE PII. We can verify our identity via that address.

The invoice is also attached for confirmation.

Invoice number: REMOVE PII

Best regards. REMOVE PII

Answer 1

To reset the Multi-Factor Authentication (MFA) methods for your admin account, you will need another cloud services admin to assist you. Here are the steps they should follow:

1. Sign in to the cloud service portal as an admin.
2. Go to the MFA management page at https://account.activedirectory.windowsazure.com/usermanagement/multifactorverification.aspx.
3. Select the check box for your admin account that needs the MFA reset.
4. Click on Manage user settings.
5. Check the box for Require selected users to provide contact methods again and then select Save.

This process will reset the MFA settings, allowing you to set up new authentication methods the next time you log in. If you are unable to get another admin to assist you, you may need to contact Microsoft Support for further assistance.

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References:

• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• About administrator roles in the Microsoft 365 admin center

Answer 2

Hi @Nick Britstra | Brick Vastgoed,

Thank you for posting in Microsoft Q&A Forum.

Please understand that our forum is a public platform, and we will modify your question to cover your personal information in the description and store it in private message on your thread. To access private message, you'll see the pop up private message notification on the top of your thread. Please notice to hide these personal or organization information next time you post error or some information to protect your personal data.

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

First of all, if possible, please check whether there are other admin accounts in your tenant. If yes, you can ask that person to help you reset your MFA.

If you're the only admin in your tenant, the best course of action is to contact Microsoft Data Protection Support team directly by phone. You can find the appropriate customer support number here: Customer service phone numbers because Microsoft Data Protection team has only required permission to reset your account on the backend. They are the only responsible and privileged support team for account questions.

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. 

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

In some countries, it is an automated conversation. When you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

Customer: Lost access account.

IVR: What kind of product do you use?

Customer: Office 365 for business.

IVR confirmation: education or company account?

Customer: For companies

IVR: Are you an administrator?

Customer: Yes.

IVR: Do you have the other administrator in your organization?

Customer: No.

IVR: Do you need a... Service request?

Customer: Yes

Since this is an automated call, if you are unable to connect with an agent on your first attempt, please be patient and try several times. I also recommend calling during your local business hours (for example, 9:00 AM – 5:00 PM) for the best chance of reaching agent.

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 Office 365 Enterprise Pricing and Plans | Microsoft 365. 

1. Select any of the available plans and click "Try for free" to begin the trial setup process. 
2. Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment. 
3. Once the new tenant is created, navigate to https://admin.microsoft.com/. 
4. In the left-hand navigation menu, click on Support > Help & support.
5. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:
   • Your administrator account email address for the locked tenant. 
   • The domain name of your locked tenant
   • Any error messages you are receiving.
   • Details about the authentication issues you are experiencing.
   • Confirmation that you are the administrator of the locked tenant.
6. Follow the prompts to submit your support request. You will receive a ticket number for tracking. 

Important notes: 

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support. 
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. 
• The resolution time might be longer as you are contacting support from a different tenant.
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under Billing > Your products.

Please kindly patience and combine methods above. Sometimes, the Microsoft Data Protection team may be in high demand, due to account verification process, it may take a few days for them to respond. We're appreciate for your understanding.

Please feel free to let me know if you have any further updates or concern.

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