I need help with issues with the authenticator app and admin log in. I am stuck in a loop.

Question

I am incredibly frustrated and it's 50% my own doing. I have two additional accounts that are admins for business 365 accounts. I can not log into either one, because they require the authenticator app, but I can not log into the authenticator app without logging into my account, which requires the app.... vicious cycle. It's my fault in the simple fact that I wasn't thinking and didn't need either one of these accounts, and now my domain is attached to one of them. Now I can not cancel subscriptions or remove my domain. It's just about enough to make me want to pull all of my hair out. Help, please. I Can't even reach a tech person without being logged in. I have tried recovery, resetting my password, every single thing takes me back to the authenticator app. Calling the global help people is useless, they don't even understand what the issue I am reporting is.

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Moved from: Microsoft 365 and Office | Loop | For business

Answer 1

It sounds like you're experiencing a frustrating loop with your authenticator app and admin login for your Microsoft 365 accounts. Here are a few steps you can take to resolve this issue:

1. Use a Backup Method: If you have set up any backup authentication methods (like SMS or phone call), try using those to log in instead of the authenticator app.
2. Contact an Administrator: If you have another admin in your organization, ask them to help you reset your MFA settings. They can do this through the Azure portal by requiring you to re-register for multi-factor authentication.
3. Access Security Info: If you can access the security info page at https://aka.ms/mysecurityinfo, you might be able to manage your sign-in methods directly from there.
4. Support Options: If you cannot resolve the issue through the above methods, consider reaching out to Microsoft Support directly. They may have options for verifying your identity and helping you regain access without needing to log in first.
5. Reset MFA: If you have deleted the authenticator app or if it's not functioning, you may need to request a reset of MFA for your accounts through Microsoft Support. This can often be done by providing them with your account details.

These steps should help you break the cycle and regain access to your accounts.

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References:

• Can't set up MFA because five devices are already registered to use an authenticator app
• Troubleshoot Azure Multi-Factor Authentication issues

Answer 2

Hi @Breeann Parkin,  

Thank you for posting your question in the Microsoft Q&A forum.       

Regarding you can't log in to your account due to you have reset your phone and can't access the Microsoft Authenticator app .    

If you only have one admin account in this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.               

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.               

Therefore, If you are 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 let them raise a ticket for you: Customer service phone numbers - Microsoft Support      

In some countries, this is an automated conversation: First, 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       

        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.       

       

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

1. Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.      
2. Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.      
3. Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.      
4. Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.      
5. Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."      
6. 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.      

1. Submit your ticket: Follow the prompts to submit your support request. You will likely 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."      

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.        

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.      

I really appreciate your patience, and I’m here to help. Looking forward to your response!      

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