Unable to access using mfa lost previos phone i am the only admin

Question

I am using mfa and I am the only admin its a bussines account, I lost my previous phone and now when I try to access its asking for authenticator but when I go to auth its like its still vinculated to my previous phone so I need to reset the mfa

Answer 1

Hi @APAZA CUZCANO,BLANCA COROTHY,

Thank you for posting your question in the Microsoft Q&A forum,

I’m sorry to hear you’re having trouble accessing your work account because of issues with the Microsoft Authenticator app. Please know that you’re not alone, as many users encounter similar challenges. We are here to guide you through each step so you can regain access and return to work as quickly as possible.

As part of the community support team, my access is limited and I cannot make changes to administrator-level settings. For security reasons, only Microsoft’s specialized support team has the necessary tools and permissions to assist with account-level issues such as MFA resets or advanced troubleshooting.

Since you are the only Global Administrator of the tenant, please follow the steps below to complete the account recovery process and regain access.

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)  

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible. 

  

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

In some countries, it is an automated conversation like: 

IVR: What kind of problem are you concerned about?       

You: Authenticator.       

IVR: What kind of product do you use?       

You: Office 365 for business.       

IVR confirmation: education or company account?       

You: For companies       

IVR: Are you an administrator?       

You: Yes.       

IVR: Do you have another administrator in your organization?       

You: No.       

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.  

 

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method) 

If you still aren’t able to reach a live agent, there is a workaround you can try. You can register a brand‑new tenant by signing up for a trial subscription through this link: Microsoft 365 Business Plans and Pricing | Microsoft 365. By doing so, you’ll be able to create a new tenant by simply following the on‑screen prompts.

Once the new tenant is set up, you can access its Microsoft 365 Admin Center and submit a support ticket from there. In your request, you can explain that you need to speak with the Data Protection team on behalf of your original tenant.

Please also remember to cancel the trial subscription once you’re done, so you don’t incur any unwanted charges.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  Thank you for your kindness and contributions to the forum. 

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