Lost device with

Question

Hi,

I lost my phone with Microsoft Authenticator on it, and now I can't log in to my Business Account because it keeps asking for 2FA via Authenticator. I'm the business owner and the only person with access to the account, so I can't ask another user or IT-person or something to help me out here. Is there anything I can do? I tried to contact Microsoft but they keep referring me to the online help - but to reach the online help I need to log in, which I can't. Please help, thank you.

Answer 1

Dear @Marthe Huibers, 

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. 

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. 

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:      

IVR: What kind of problem are you concerned about?    

You: Authenticator.    

A: What products do you use?    

You: Office 365 for business. 

Verification: Education or company account?    

You: For companies 

IVR: Are you an administrator?     

You: Yes. 

IVR: Are there any other administrators in your organization?     

You: 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 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.        

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. You can raise support ticket at https://admin.microsoft.com/#/support/requests     

• Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

 

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.    

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 are still unable to reach a live agent after following the steps above.  

Thank you for your kindness and contributions to the forum. 

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Answer 2

If you've lost your phone with the Microsoft Authenticator app and cannot log in to your business account due to the two-factor authentication (2FA) requirement, here are some steps you can take:

1. Contact Microsoft Support: Since you are the sole administrator, you can contact Microsoft Data Protection Support by phone. Explain your situation and request assistance in resetting your authentication method. Make sure to provide all relevant details about your account to help them assist you effectively.
2. Use the IVR System: When you call Microsoft support, navigate through the Interactive Voice Response (IVR) system by selecting the appropriate options. For example, indicate that you are a business email user and that you need technical support.
3. Create a Temporary Account: If you are unable to reach a live agent, consider creating a trial Microsoft 365 tenant. This will allow you to log in to the Admin Center and submit a support ticket requesting help from the Data Protection team regarding your original account.
4. Follow Up: If you manage to connect with support, ask them to escalate your case if necessary. It may take some time, but persistence can help resolve the issue.

These steps should help you regain access to your account without the Authenticator app.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A