Only admin for Entra tenant. Unable to login due to cascade of bugs/failures. MS Support never called me back.

Question

I'm the only admin for an Entra tenant in Azure/365, and I'm unable to log in due to a cascade of bugs and failures in Microsoft's apps/services.

Order of events:

• Microsoft Authenticator is bugged, forcing a recovery from cloud backup.
• MS Authenticator still can't send codes after recovery.
• Alternate MFA with TOTP codes don't work because Microsoft login UI only allows 6 digits, but the MS Authenticator shows 8-digit codes.
• Alternate MFA with a registered passkey doesn't work because the web login UI doesn't allow you to use it anywhere.
• Recovery email doesn't work because I can only reset my password, not MFA.

The bug in Microsoft Authenticator is where it will randomly stops sending me MFA codes and will continually present the error "Your screen lock has changed. [Re-enable phone sign-in]".

This happens with every phone update. Sometimes randomly, for no reason. My screen lock didn't change. Clicking the "Re-enable phone sign-in" button does nothing. Rebooting the phone does nothing. Clearing the app cache does nothing. The only option is to reset/reinstall the app, then recover from cloud backup.But recovering from backup doesn't actually recovery your MFA codes. It says you need to log back in to scan a QR code, which you obviously can't. The whole point of backup/restore is because you can't currently log in. So basically, backing up does absolutely nothing.

I've reported this multiple times over the past couple years, using different phones, and it's still not fixed.

As listed above, none of the other recovery options work.

I called yesterday and got a case number. They gave me an 8-hour window. Nobody ever called or emailed me.

I can't get ahold of anyone now. I'm on hold forever.

What do I do?

Edit: Also, I have a verified domain and am a verified publisher. I can add a DNS record or something to prove ownership if that helps.

Update: I finally got through to someone, and half-way through the call, there was long silence while they were updating something, then they hung up.

Update: I paid for the $100/month support plan and opened a Sev A ticket. It's been a week, and I haven't gotten a single response.

Update: Tried tagging them on X.com. Still no response. It's been almost two weeks now.

Answer 1

It seems you're facing multiple issues with Microsoft Entra and the Microsoft Authenticator app that are preventing you from logging in. Here are some steps you can take to troubleshoot and potentially resolve the situation:

1. Check for Updates: Ensure that both your operating system and the Microsoft Authenticator app are updated to the latest versions. Sometimes, bugs are fixed in newer releases.
2. Use Alternative Verification Methods: Since you mentioned that other MFA options are not working, try to access your account using a different device or browser. Sometimes, switching devices can bypass certain issues.
3. Reset MFA Settings: As the only admin, you can reset your MFA settings. You might need to ask another admin to help with this if you have any other admin accounts available. This can sometimes clear up issues with MFA.
4. Contact Microsoft Support Again: Since you have already initiated a support case, consider following up on it. You can also try reaching out through different support channels, such as online chat or social media, where you might get a quicker response.
5. Use Recovery Options: If you have set up recovery options (like a backup email or phone number), try using those to regain access. Make sure to check that they are still valid and accessible.
6. Community Forums: Sometimes, other users may have faced similar issues. Consider checking Microsoft community forums for any solutions that might have worked for others.

If none of these steps work, you may need to wait for Microsoft Support to respond to your case. Keep a record of your communications with them for reference.

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References:

• Can't set up MFA because five devices are already registered to use an authenticator app
• Authentication methods in Microsoft Entra ID - Voice call