Share via

lost access to Microsoft authenticator

Messiah Methodist 5 Reputation points
2026-01-23T19:57:25.0233333+00:00

I changes out phones and did not think about moving my Microsoft authenticator credentials to the new phone and now I am locked out of the admin account for our church's Microsoft account. How can I get back in? I can't find an answer anywhere or a phone number to call.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
0 comments

2 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Lia V 4,665 Reputation points Microsoft External Staff Moderator
    2026-01-23T20:27:48.9666667+00:00

    Hi @Messiah Methodist,

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

    I'm sorry to hear you're experiencing difficulties accessing your Admin account. This situation can happen, and there are steps available that may help address the issue and restore access.

    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, preventing you from completing the sign-in process.

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

     

    Option 1: Contact other IT admins

    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.

     

    Option 2: Contact Microsoft Data Protection Support by phone

    (Please proceed with the third option if contacting phone support is not applicable to your situation)

    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 the 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, 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.

     

    Option 3: Create a new tenant to submit a support ticket (Alternative Method)

    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 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.         

    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. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

    I hope this helps you regain access to your account quickly. Please feel free to reach out anytime if you need further assistance.

    If you find my post useful, kindly consider upvoting it. 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". 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.

    1 person found this answer helpful.
    0 comments
  2. Q&A Assist
    2026-01-23T19:57:35.2466667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    If you have lost access to your Microsoft Authenticator app after changing phones and are locked out of your admin account, you can follow these steps to regain access:

    1. Contact Microsoft Data Protection Support: Since you are the admin of your church's Microsoft account, you should reach out to Microsoft support. You can do this by calling their customer service hotline. Make sure to explain that you are the sole administrator and have lost access to your authentication method.
    2. Use the IVR System: When you call, navigate through the Interactive Voice Response (IVR) system. You can follow these prompts:
      • Indicate that you are a business email user.
      • Confirm that you are an administrator.
      • Request to create a service request or ticket.
    3. Alternative Method: If you are unable to reach a live agent, consider creating a trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket requesting to speak with the Data Protection team regarding your previous tenant.
    4. Documentation: Ensure you have all necessary details ready, such as your email, phone number, and any other identifying information that may help verify your identity.

    These steps should help you regain access to your account.

    References:

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.