MS Account issue

Question

IT person has his MS account linked to several devices and cannot remember his PW and is not available. We need to enroll 3 devices for extended security updates as they are still running Win 10 Pro and we cannot do this without logging in to his MS account. Any suggestions? Moved from: Microsoft Security | Microsoft Identity Manager 

Answer 1

If the IT person cannot remember their Microsoft account password and is unavailable, you have a few options to consider:

1. Password Reset: If the IT person has set up security information for their account, you can attempt to reset the password using their security information. This typically involves answering security questions or receiving a code via email or SMS.
2. Contact Global Admin: If there are other global admins in your organization, they can assist in resetting the password or granting you access to the account.
3. Microsoft Support: If there are no other global admins available, you may need to contact Microsoft support for assistance with account recovery. You can find the appropriate contact at Support for Business Products.
4. Device Enrollment Limit: If you need to enroll devices for extended security updates, ensure that the device enrollment limits are not being exceeded. You may need to check the Microsoft Intune settings to increase the device enrollment limit if necessary.
5. Alternative Admin Access: If the devices are already enrolled in Intune, you might be able to manage them through another admin account if one exists.

These steps should help you address the issue with the Microsoft account and enroll the necessary devices for security updates.

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References:

• Solve account access problems
• Windows user is not authorized to enroll
• MDM enrollment of Windows devices
• "We don't recognize this user ID or password" error when a user tries to sign in to the Microsoft 365 portal
• Support for Business Products

Answer 2

Hello @Heather Turner,   

Good day! Thank you for posting your valuable question on Microsoft Q&A forum.  

From your description, it seems you’re unable to log in to a Microsoft 365 admin account to enroll three devices for Extended Security Updates because the password has been forgotten. Please let me know if I misunderstood any part of your idea. 

In this situation, I recommend revoking the admin account’s access. 

May I ask if you have any alternative method to sign-in besides Password? If yes, please try sign-in using this alternative method. 

 

If you don't have any alternative sig-in method, please check to see if there are other IT admins in your organization who can help you with the reset. 

I recommend you contact your organization account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you the locked out account is 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 and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

First, when you call the hotline, it asks what kind of problem you are worried about.   

Answered: authenticator.   

A: What kind of product are you using?   

B: Office 365 for business.   

A confirmation: education or company account?   

B: For companies   

A: Are you an administrator?   

B: Yes.   

A: Do you have the other admin in your organization?   

B: No.   

A: You 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.   

Please understand 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.   

I hope Data Protection team can successfully revoke your access. If you need any further assistance or need help on any process, please feel free to reply. I'm here to help!  

Thank you for your kindness and understanding so far!  

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