MICROSOFT AUTHENTICATOR APP NOT WORKING

Question

Dear Support Team, MICROSOFT AUTHENTICATOR

We have been having a challenge with the our Global Admin for domain limsue.co.ug.

This happened after change of mobile phone without fully backing up the Microsoft authenticator.

The biggest mistake was that we only had one global admin and right now we are un able to login to the Microsoft admin center, since it continues to prompt for authorization from the authenticator.

We still have a functional password but we can not login to do any admin work, Our request from the distributor to assist de-activate MAF for the global admin such that we can login has not been successful plus the attempts to call support.

We kindly request for guidance on how we can do verification for the global admin ******@limsue.co.ug such that we have assess to the global admin again

Kind Regards

Denis for LIMSUE GLOBAL INVESTMT

Answer 1

This is a critical security issue requiring direct intervention due to the lack of secondary Global Admins.

Your only resolution is through Microsoft's dedicated Data Protection Team.

Call Microsoft Support: You must contact the commercial Microsoft 365 Support phone line again.

Request Escalation: Immediately state you have a "Single Global Admin lockout due to lost Microsoft Authenticator device" and you require an immediate escalation to the Data Protection Team (DPT).

Security Verification: The DPT is the only team authorized to verify your identity (using company/domain registration proof, purchase receipts, etc.) and temporarily disable MFA for that Global Admin account (******@limsue.co.ug).

This process is slow and complex, but unavoidable. Keep calling and requesting the DPT until you connect. Once access is restored, immediately create a second Global Admin account and use the new phone to set up the Authenticator again.

Answer 2

Yes, you can use your sister company’s Microsoft Admin Portal to contact support. Just keep in mind that once you reach Microsoft Support, they will still require you to verify ownership of the limsue.co.ug domain before they can reset MFA for the Global Admin account you’re having issues with.

Answer 3

Hi, I'm John! I will help you with this.

If you are the only Global Admin and don’t have any alternative verification methods set up (like backup phone or email), then the only way forward is to contact Microsoft 365 support directly https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide They’ll ask you to verify your domain ownership and can help reset the MFA requirement so you can get back into your account.

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Or, you can create a temporary Microsoft 365 Business trial account and use it to reach Microsoft Support directly through the admin center, that often helps you connect with the right support team faster:

• Create a trial account here: https://www.microsoft.com/microsoft-365/business/microsoft-365-business-standard-one-month-trial
• Using the trial account, Sign in to Microsoft 365 admin center https://admin.microsoft.com
• Select Support > Help and support, enter your question and select Contact support.

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I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Answer 4

How do we contact Microsoft support Directly, We have been trying that for More than 6 month,

When the call goes through, the Reception is so bad you can't hardly hear any thing.

We would want to do the verification to assist de-activate MFA for the Global admin urgently.

Regards

Denis

Answer 5

To regain access to the Microsoft Admin Center after losing access to the Microsoft Authenticator app, you can follow these steps:

1. Use Backup Codes: If you had previously set up backup codes for your account, you can use one of those codes to log in.
2. Reset MFA: Since you mentioned that your attempts to deactivate MFA through your distributor have not been successful, you may need to contact Microsoft support directly. Explain your situation and request a reset of the MFA for the global admin account. This may involve verifying your identity through other means.
3. Utilize Microsoft Graph API: If you have access to another Global Administrator account or can get assistance from someone who does, they can delete the existing authenticator app registrations using the Microsoft Graph API. This would allow you to set up the Microsoft Authenticator app again on a new device. Here’s a brief overview of the steps:
   • Sign in to Graph Explorer as a Global Administrator.
   • Use the GET method to retrieve the authenticator methods for the user.
   • Delete the authenticator methods using the DELETE method.
4. Contact Azure Community Support: If you continue to face challenges, consider reaching out to the Azure community support for additional assistance.

It's crucial to ensure that you have at least two Global Administrators in the future to avoid similar situations.

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References:

• Can't set up MFA because five devices are already registered to use an authenticator app
• Authentication methods in Microsoft Entra ID - Microsoft Authenticator app