Microsoft Security | Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation
Multi-Factor Authentication
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Jigar Shah
0
Reputation points
Hi,
I am the sole admin user on our Microsoft Office 365 Business account. I recently changed my phone and, unfortunately, I did not have a backup of my authentication app. As a result, I am no longer receiving my MFA codes on my new device.
I have requested assistance, but I have not received any support or a callback yet. This issue is severely affecting my ability to access my account, respond to clients, and manage my business operations.
This situation is impacting my business and causing significant inconvenience. I kindly request urgent help to regain access to my account.
Thanks
Microsoft Security | Microsoft Authenticator
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Rukmini 9,490 Reputation points Microsoft External Staff Moderator2025-12-09T22:34:50.0133333+00:00 Hello Jigar Shah,
Based on your description, it appears that you are unable to log in to the Azure portal due to a misconfigured Conditional Access policy. Could you please share the details of the policy you created? For example, is it a block policy? Has this policy been applied to all three Global Administrators in the tenant?Since none of the Global Administrators currently have access, this qualifies as a tenant lockout scenario. To resolve this, we will need to engage the Data Protection team by raising a support ticket to help restore your access.
To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:
Contact phone number (add +Country code)
Contact email address
Global admin email address (affected account)
Country
TimeZone
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