Help with resettting multi-factor authentication (MFA) for a Microsoft business admin account

Question

I need urgent assistance in getting someone from microsoft in being able to get back into my account, I have lost full access and so urgent I can ressolve this

Been on hold for 3 hours still no answer from anyone

Who else can help i cannot login...

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

If you have lost access to your account and need to reset Multi-Factor Authentication (MFA), you can follow these steps:

1. Contact Microsoft Support: Since you mentioned being on hold for a long time, you can try reaching out through their support page. You can create a support ticket without signing in if you're unable to access your account. Visit the Contact us support page to select the product you need help with.
2. Use Alternate Recovery Options: If you have set up any alternate recovery options (like a backup email or phone number), try using those to regain access to your account.
3. Request MFA Reset: If you are unable to access your MFA app or device, you may need to contact Product Support to reset MFA for your account. Make sure to provide them with the email address associated with your account.
4. Involve Your Global Admin: If you are part of an organization, reach out to your global admin for assistance. They may have the ability to reset your MFA settings or provide you with a new authentication method.

These steps should help you in regaining access to your account. If you continue to face issues, keep trying to contact Microsoft support for urgent assistance.

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References:

• Troubleshoot sign-in issues and account access problems
• Get support for Microsoft 365 for business

Answer 2

Hello @IT Support

Welcome to Q&A forum!

I’m the moderator of the forum, so I don’t have permission to access account data or reset MFA to help you directly. However, I really want to help you move forward, and I’d like to share a detailed process for reaching out to the Microsoft Data Protection Team that I usually recommend to users in similar situations.

To ensure I fully understand the issue you’re experiencing, I’d like to confirm:

• Are there any other users in your tenant who have been assigned the Global Administrator role?

In this situation, the "Microsoft Data Protection" team has tools and processes in place to verify identity and regain access to administrator accounts.     

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

I will provide you the detailed flow that I have shared to other users who have the same situation to you to reach out to them:

*(Important Note: Depending on your country or region, 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 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 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.

(Please try "2 or 3 times" until you can reach out to an agent.)

"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. "

*

After successfully regaining access to your admin account, to prevent this issue from happening again, consider assigning one or two additional global admins to your tenant. That way, they’ll be able to help reset MFA in similar situations without having to contact customer support. 

Assign admin roles in the Microsoft 365 admin center - Microsoft 365 admin | Microsoft Learn 

Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

Please let me know if I can do anything more for you!

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