Reset Multi-Factor Authentication for my Microsoft 365 Global Admin account.

Question

I am requesting assistance to reset Multi-Factor Authentication for my Microsoft 365 Global Admin account. I recently changed phones and lost access to my Microsoft Authenticator app. I am now completely locked out of my Admin account and business email, including the Microsoft Admin Portal.

Please temporarily remove or reset MFA to allow password-only login, so I can reconfigure Microsoft Authenticator and restore secure access.

Answer 1

I'm the Global Admin

Answer 2

Dear @Adanna Ikwuegbu,
Thank you for posting your question in the Microsoft Q&A forum. I understand that you changed phones, lost access to Microsoft Authenticator, and now you can’t sign in or use any backup options.
If you are global admin and there are other global admins from your tenant, please ask them to reset your authentication method in Entra admin center by following the step:  Revoke MFA sessions and require re-registration in Microsoft Entra admin center  

• For step-by-step details, refer to the official Microsoft documentation: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

If you are the only Global Administrator and you are completely locked out from the tenant, you might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

After you pass the automated phone system (IVR) you get connected to a live support agent who can assist you directly.

Alternatively, you can try set up a new trial tenant and submit your support request: 

1. Start a free trial: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.  and click Try for free to create a new tenant.
2. Complete setup: Follow the guided steps to create a new Microsoft account and tenant.
3. Access Admin Center: Sign in at https://admin.microsoft.com.
4. Open Support: In the left menu, select Support > Help & support.
5. Submit a ticket: Clearly state you are locked out of a different tenant where you are the admin. Include: Admin account email, Tenant domain name, Error messages, Issue details, Confirmation you are the administrator
6. Track your request: Submit and note the ticket number.

Important notes:  

• The trial tenant won’t give access to your original tenant’s data or settings; it’s only for contacting Microsoft support.
• Support may require identity and admin rights verification for the locked tenant.
• Resolution could take longer because you’re contacting from a different tenant.
• Please do not forget cancel the trial subscription after resolving the issue to avoid charges (Admin Center > Billing > Your products).

I truly appreciate your patience and understanding. If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you. 

Thank you for your cooperation.

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