Lost the authenticator

Question

I have the same problem about lost my authenticator, kindly assist to recover since am an admin of my Company business email account.

Answer 1

If you have lost access to your authenticator app, you can recover your account by following these steps:

1. Contact Support: Since you are an admin, you can go to the Contact us support page and select the product you need help with. This will allow you to get assistance in recovering your account.
2. Total Loss Recovery: If you have lost all authentication credentials, Microsoft Entra Verified ID can help you re-establish access without compromising security. This involves a secure, policy-driven recovery process to verify your identity and regain access to your account.
3. Password Reset: If you cannot remember your password, you can reset it by following the instructions provided in the Microsoft documentation.

Make sure to follow the appropriate steps to ensure your identity is verified during the recovery process.

Answer 2

Please help to get the support ticket to the microsoft online support

Answer 3

Hi @sapto harsono,

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

I’m sorry to hear you’re experiencing issues due to losing your authenticator, especially when it affects access to an admin account.

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.

To move toward a resolution, I suggest the following steps:

---

1/ Contact other IT admins

Since you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset MFA for your account and you can share the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account. 

---

 2/ Contact Microsoft Data Protection Support by phone

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. 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.

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.   

 

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

IVR: What kind of problem are you concerned about?   

You: 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.

IVR: Do you need a... Service request?

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

 

---

3/ Create a new tenant to submit a support ticket

If you cannot reach a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription and submit your request from there.    

To set up a new tenant, please follow these steps below:

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once 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.     

Follow the guided setup process to create a new account for a new tenant. 

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

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt: 

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA. 

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant. 

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process." 

Ticket Support: In the Microsoft 365 admin center > Support > Help & Support.

It is important to note: Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges. 

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.  

 

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.