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I am locked out of accessing my account.

Tymon Kennedy 0 Reputation points
2026-02-08T09:37:30.65+00:00

I only have authenticator app setup as MFA for my Microsoft account (PII removed ******@dalekids.com). I recently changed phones and am in the process of updating reset my authenticator app. Somehow this has gone wrong and now I do not have the account in question linked to my authenticator app on either my new OR old phone. As a result I cannot log in nor can I update my authenticator app. I am completely locked out and in an incredibly annoying doom cycle where all roads lead back to authenticator codes that I cannot access.

In the process of launching a business solo - so I am only user and the global admin.

I have spent hours waiting on hold for the global support numbers but have never got through.

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Rin-L 15,740 Reputation points Microsoft External Staff Moderator
    2026-02-08T12:24:00.0066667+00:00

    Hi @Tymon Kennedy, 

    Thank you for posting your question on the Microsoft Q&A forum, and I’m really sorry to hear about the trouble you’re running into. 

    Based on what you’ve described, this situation will require direct assistance from the Microsoft Data Protection Team. When MFA access is no longer available and the authenticator device can’t be used, the Data Protection Team is the only group with the appropriate tools and verification processes to help confirm identity and restore access to an administrator account. 

    I completely understand how inconvenient this is. Please note, though, that forum moderators don’t have the ability to access or manage user accounts directly. This means we’re unable to log in on your behalf, reset passwords, or make changes to MFA or account access settings. 

    If you’ve already tried contacting Microsoft Support by phone and found that approach wasn’t effective, there is an alternative option that has worked well in many similar cases. You may want to consider registering a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365 

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    Once the new tenant is set up, you’ll be able to access the Microsoft 365 admin center and submit a support ticket from there. From that ticket, you can request assistance from the Data Protection Team, explaining that you need help regaining access to your original tenant.  

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    Important notes: This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support. Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. The resolution time might be longer as you are contacting support from a different tenant. Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

    I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.

    If you have any updates or additional questions, feel free to reply to this thread. I’ll be glad to assist further wherever I can.

    Thank you very much for your understanding.  

    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.  

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  2. Q&A Assist
    2026-02-08T09:37:39.9633333+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    To regain access to your Microsoft account when you are locked out due to issues with the Microsoft Authenticator app, follow these steps:

    1. Contact Microsoft Data Protection Support: Since you are the only user and global admin, you need to reach out to Microsoft Data Protection Support. You can do this by calling their customer service hotline. When you call, make sure to specify that you are having issues with the Authenticator app and that you are the sole administrator of your account.
    2. Use a Temporary Account: If you are unable to reach support through the hotline, you can create a new trial tenant. This will allow you to submit a support ticket from a new Microsoft 365 account. Here’s how to do it:
      • Sign up for a trial subscription via the Microsoft 365 website.
      • Once you have access to the new tenant, go to the Microsoft 365 Admin Center and navigate to Support.
      • Raise a support ticket explaining that you are locked out of your original tenant and provide the necessary details about your locked account.
    3. Prepare for Verification: Be ready to verify your identity and administrative rights for the locked tenant. Microsoft support may ask for details such as your administrator account email address and any error messages you are receiving.
    4. Follow Up: After submitting your ticket, keep track of the ticket number for follow-up purposes. The resolution process might take some time, so be patient.

    These steps should help you regain access to your account. If you have further questions or need more assistance, feel free to ask.

    References:

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