I am unable to sign in to my business admin account

Question

I am writing to request assistance with an authentication loop that is preventing me from accessing my business admin account.

I am currently unable to sign in to the Admin Center or my business email. The system requires account verification, but I am not receiving the necessary SMS codes as they are reportedly not being sent to my region. Furthermore, I recently changed my mobile device and no longer have access to the Authenticator app associated with this account.

Answer 1

Dear @Rajitha Fonseka,

Good day! Welcome to Microsoft Q&A forum! 

Based on your description, I understand that you’re experiencing difficulty signing in to your business admin account due to an authentication loop. You’re unable to access the Admin Center or your business email because the required verification codes aren’t being delivered to your region, and you no longer have access to the Authenticator app after changing devices. Additionally, based on your previous comment on another post, I understand that you have already created a support ticket for this issue.

I sincerely apologize for the inconvenience caused by this issue.

Regarding this situation, please kindly provide me with the number of your support ticket via Private Message so I could check its progress and update with you there.

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.  

Please kindly click on the notification bar at the top of this page to view the private message, as shown in the image below.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

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Answer 2

To regain access to your business admin account, you can follow these steps:

1. Contact Microsoft Data Protection Support by Phone: Since you're unable to receive SMS codes and access the Authenticator app, your best option is to contact Microsoft support directly. When you call, explain that you are the sole administrator and are facing issues with authentication. Make sure to provide all relevant details to help them assist you effectively.
2. Create a Temporary Account (Trial Tenant): If you are unable to reach a support agent, consider registering for a new Microsoft 365 trial subscription. This will allow you to create a new tenant and access the Admin Center. From there, you can submit a support ticket requesting assistance on behalf of your previous tenant. Remember to cancel the trial subscription once your issue is resolved to avoid any charges.
3. Check Alternative Verification Options: If you have set up other methods for security verification, such as email or backup codes, try using those options to regain access.

These steps should help you navigate the authentication loop and regain access to your account.

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References:

• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A