Request Admin Account MFA Reset ~ Tenant Locked out

Question

Dear Microsoft Support Team,

I am the global administrator for the Microsoft 365 tenant with the domain [Moderator note: personal info removed].

I am currently locked out because my Microsoft Authenticator app was deleted, and I cannot approve MFA request.

I do not have any backup authentication method available. I am the only admin in this tenant and cannot regain access.

I request assistance to perform tenant ownership verification reset MFA on the admin account.

Account Email: [Moderator note: personal info removed]  or [Moderator note: personal info removed] 

Domain: [Moderator note: personal info removed] 

Thank You,

[Moderator note: personal info removed] 

Answer 1

To regain access to your Microsoft 365 tenant after being locked out due to the deletion of your Microsoft Authenticator app, you will need to open a support ticket with Microsoft. Since you are the only global administrator and do not have backup authentication methods, the Data Protection Team can assist you in resetting the MFA on your admin account. You can contact Microsoft support directly for help with tenant ownership verification and MFA reset.

Here are the steps you can take:

1. Open a support ticket with Microsoft by visiting the support page for Microsoft 365.
2. Provide them with your account details and explain your situation clearly.
3. Follow their instructions to verify your identity and regain access to your account.

It's important to act quickly to resolve this issue, as being locked out can hinder your ability to manage your tenant effectively.

Answer 2

Hi @Sonia Gusmao,

Thank you for posting on Microsoft Q&A forum and I'm sorry to hear you're having trouble logging into your Microsoft account.    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. 

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices or reinstalling the Microsoft Authenticator app. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes. 

Since you are the sole Global Administrator for 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.       
• IVR: Do you need a... Service request?       
• 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 cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link 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.        

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.    

Additionally, as other users have raised similar concerns and may not be aware of where to share their feedback, I hope this response helps clarify the situation and suggests a potential next step. Highlighting this information can make it more visible to others in the community who may be facing the same issue, making it easier for them to find guidance and contribute their feedback as well.

Thank you again for your time and for raising this important usability concern. If you have any further questions or need additional assistance, please don’t hesitate to reach out.  

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