loggin in issue

Question

I have been locked out because unable to login using authenticator app, i am the admin and unable to get the call as well

Answer 1

If you're locked out of your account and unable to log in using the Authenticator app, here are some steps you can take:

1. Try Alternative Methods: If you are not receiving calls, consider using another method for authentication, such as a text message or the Microsoft Authenticator app.
2. Check Your Phone Settings: Ensure that your phone is not blocking calls or messages, and that it has a good signal. You may also want to check if any third-party security apps are interfering with the verification process.
3. Contact Support: Since you are the admin, you can reach out to the Microsoft 365 Data Protection team for assistance with resetting your password or regaining access to your account. You can find the appropriate contact information for your region at the Microsoft 365 admin support page.
4. Emergency Access Account: If you have set up an emergency access account (break-glass account), you can use that to regain access to your organization’s account.

If these steps do not resolve the issue, you may need to contact Microsoft support for further assistance.

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References:

• Troubleshoot sign-in issues and account access problems
• Authentication methods in Microsoft Entra ID - Voice call

Answer 2

Hello @Deepak M

Welcome to Q&A forum!

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

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

In this situation, if you are the only global admin of this tenant, you can try step 1 and 2 to get support from Data Protection Team. 

Since this is a complex issue related to your account and may require assistance from our backend engineering team, please be patient and carefully follow the steps I’ve provided.

 

1. Contacting Microsoft Data Protection team by phone support

(If you have already completed this step, you can follow my flow again to see if any steps can be improved.)

Based on the details you have shared. It seems that you are in a difficult situation with your Microsoft 365 account and administrative access.     

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

*(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.

*

2. Another work around

If you still cannot reach an agent, there is a workaround since you have created a trial subscription. Once it is set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

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

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

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

After completing them, you will receive an email appointment for a meeting to review this issue professionally together.

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

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