Recover Microsoft365 Admin account with lost MFA(Authenticator) connection

Question

A few months ago, I accidentally forgot to cancel my Microsoft 365 Business Basic subscription, and now I’m being charged for it. I want to cancel the subscription, but I can’t access my account because I’m having issues with MFA.

Primary Tenant Id: 2a74a70a-5b6e-4bbe-b76f-dad233198202

Any help?

Answer 1

To recover your Microsoft 365 admin account when you're having issues with Multi-Factor Authentication (MFA), you can follow these steps:

1. Ask Another Admin for Help: If there is another global admin in your organization, ask them to reset your MFA settings. They can do this by signing in to the admin portal and managing your user settings.
2. Use Security Information: If you have set up security information, you might be able to reset your password or MFA settings using your mobile device. This feature must be enabled by your global admin.
3. Contact Microsoft Support: If you cannot access your account and there are no other admins available, you will need to contact Microsoft 365 support for assistance. You can submit a support request through the Microsoft 365 support page and explain your situation. Be prepared to verify your identity and ownership of the organization through official documentation.
4. Check for Blocked Accounts: If your account is blocked from using MFA, ask a global admin to check your user profile in the Azure portal to ensure that the "Block sign in" option is not enabled.

Once you regain access, you can proceed to cancel your subscription through the admin portal.

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References:

• Troubleshoot sign-in issues and account access problems
• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes

Answer 2

Dear @Mo Khan,

Thank you for reaching out to Microsoft Q&A forum. We are happy to assist you.

If you're the only admin, 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 (Scroll down for Business users) 

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 

As an alternative, you can create a new tenant account and submit your request from there.    

To set up a new tenant, please follow these steps: 

1. Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.    
2. Follow the guided setup process to create a new account for a new tenant. 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues  

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket   

https://admin.microsoft.com/#/support/requests   

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.   

If you need any further assistance, feel free to reach out. We're here to help. Thank you very much for your understanding and your cooperation.

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