I cannot access my MS 365 admin center account.. the onmicrosoft.com one.

Question

I cannot access my admin center account.. is asking about the code from the authenticator app.. when i try to add the account on the authenticator app it is asking the code from the authenticator app.. im stuck.. please help..

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Dear @Rufino John Aguilar, 

Good day! Welcome to Microsoft Q&A forum! 

Based on your description, I understand that you're unable to access your Microsoft 365 admin center account associated with your onmicrosoft.com domain. It seems you're stuck because the system is asking for a code from the Microsoft Authenticator app, but when you try to add the account to the app, it again requests a code, creating a loop.

I sincerely apologize for the inconvenience caused by this issue.

To understand the situation better and provide you with the most suitable support, could you confirm the following information: 

• Are you the only global admin for this tenant, or do you have other admins who can assist?
• Have you recently changed your phone or deleted the Microsoft Authenticator app?
• Do you have any backup authentication methods configured (SMS, email)?

Your confirmation would be very helpful in ensuring you receive the most suitable support!

Regarding this situation, this issue often occurs when the Microsoft Authenticator app is removed or reinstalled without updating the MFA settings in your account. It creates a loop where the app requests a code that cannot be generated because the account setup is incomplete.

Therefore, if you're an admin, please check to see if there are other IT admins in your organization who can help you with the Multi-Factor Authentication (MFA) reset.

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  

(Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. During peak hours, there might be high call volumes, so we kindly ask for your patience as we work to assist everyone as quickly as possible) 

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:  

• Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.     
• 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 at: https://admin.microsoft.com/#/support/requests    

You could also request for support via Email from there:

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

Note: After creating the support ticket, please kindly let me know the ticket number via Private Message so I could also track its process to help you regain access to your account. 

Thank you for your kindness and patience! 

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Answer 2

If you are unable to access your Microsoft 365 admin center account and are being prompted for a code from the authenticator app, you may be facing issues with your multi-factor authentication (MFA) setup. Here are some steps you can take to resolve the issue:

1. Check Other Verification Options: If you have set up alternative methods for security verification, select Other verification options on the sign-in page and try using a different method to receive your verification code.
2. Verify Phone Numbers: Ensure that the phone numbers associated with your account are correct. You can ask another global admin to check your user settings to confirm this.
3. Account Blocked: Your account may be blocked from using MFA. If you have access to another global admin, ask them to check your account status in the Azure portal. They can verify if the Block sign in option is enabled and disable it if necessary.
4. Recovery Options: If you cannot access your authenticator app, consider using recovery codes if you have them saved. These codes are typically provided when you set up MFA.
5. Contact Support: If the above steps do not resolve the issue, you may need to contact Microsoft support for further assistance.

Following these steps should help you regain access to your admin center account.

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References:

• Troubleshoot Azure Multi-Factor Authentication issues
• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication