Stuck in MFA Authentication Loop

Question

Hi Microsoft Support Team

I am unable to access my Microsoft 365 tenant because my Global Administrator account is locked due to Multi-Factor Authentication (MFA). Details:

• Tenant domain: [Moderator note: personal info removed] 
• Admin account: [Moderator note: personal info removed] 
• MFA is enabled, but I cannot approve sign-in via the Microsoft Authenticator app because it requires me to log in first.
• The alternative method (SMS verification) fails with the error: “Sorry, we’re having trouble verifying your account. Please try again.”

I am the only Global Administrator for this tenant, so I cannot disable MFA or reset authentication methods myself.

Thank you for your urgent assistance.,

Answer 1

Hi @Jonard, 

Thank you for posting your question in the Microsoft Q&A forum. To protect your privacy and ensure the security of your personal information, I’ve removed any sensitive details from your public post and sent you a private message. You can access your private messages by clicking the banner at the top of the page, as shown in the image below.

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I’ve carefully reviewed the details you shared. If you are the only admin and currently unable to authenticate to sign in, the best next step is to contact Microsoft Support directly by phone:  Customer service phone numbers - Microsoft Support 

Please note that forum moderators do not have access to user accounts and cannot assist with actions such as logging in, resetting passwords, or changing access permissions. 

In this situation, the Microsoft Data Protection team has the tools and processes to verify your identity and help you regain access to your administrator account. 

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, the privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account. 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)   

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:     

• What kind of problem are you experiencing?        
• Answer: Authenticator        
• What products do you use?        
• Answer: Office 365 for business        
• Is this for an education or company account?        
• Answer: For companies        
• Are you an administrator?        
• Answer: Yes        
• Are there any other administrators in your organization?        
• Answer: No. I am the only admin in my tenant         
• Do you need a... Service request?         
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.   

Thank you very much for your valuable time, and I hope these steps are helpful and give you a clear path to regain access and continue managing your account successfully.  

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Answer 2

If you are stuck in an MFA authentication loop and cannot access your Microsoft 365 tenant due to your Global Administrator account being locked, here are some steps you can take:

1. Check Other Verification Options: If you have set up other options for security verification, select Other verification options during the sign-in process and try again with a different method.
2. Contact Another Global Admin: Since you mentioned you are the only Global Administrator, if there are any other admin accounts available, ask them to check your account settings and ensure your phone numbers are correct.
3. Reset MFA: If you cannot resolve the issue with the above steps, you will need to contact Microsoft Support for assistance. They can help reset MFA for your account, allowing you to regain access.
4. Check for Blocked Account: If you have access to another admin account, check if your account is blocked from using MFA. This can be done in the Azure portal under Microsoft Entra ID settings.

Since you are unable to disable MFA or reset authentication methods yourself, reaching out to Microsoft Support is crucial for resolving this issue.

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References:

• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication
• "Sorry! We can't process your request" error when you try to set up security verification settings for Microsoft Entra multifactor authentication

Answer 3

This account administered by our partner before. since we want to manage it ourselves they put my mobile number as the main admin for mfa authentication. so for verification option i tried send a text message for a code but it doesnt allow and showing below image. this account is expire and i need to renew ASAP.