Due to original authenticator app issue I am unable to login to my admin centre or business emails - and no one will help me.

Question

I started a new Business Basic 365 subscription and set up two new business email addresses last week. I scanned the QR code to set up on the authenticator app, which registered at the microsoft end but not at mine.

I have since been unable to access my email accounts OR the admin centre as the login screens are requesting the security number codes, which I can't provide as the app stopped working at my end. I uninstalled and reinstalled it but still nothing.

I have downloaded another authenticator app but I need the login screens to provide a NEW QR code so I can re-register them.

I have completed the online help form on the website who claimed they would respond within 24 hours, raised a ticket over the phone and received a text confirmation and when I tried to cancel my subscription over the phone this afternoon, the automated system now can't recognise my domain even though it recognised it the first call to log the issue on Friday.

I was given an email to contact by the Customer Service for the personal accounts, which doesn't work. It is: [Moderator note: personal info removed]

Is there actually any way to get this resolved? The personal account operative told me it was a very simple fix for my issue but they haven't got access to the business accounts.

I'm in my one-month trial period. Is it always this bad? Am I just better off cancelling everything?

Answer 1

Hi @James,

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.

Additionally, if you are using a Microsoft 365 Business subscription, you will need to submit a support request through the Business Support channel. This ensures that Microsoft Support agents have the proper tools and access needed to assist you effectively.

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

1/ Contact other IT admins

• If you're an admin, 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. 

 2/ Contact Microsoft Data Protection Support by phone

• 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 our 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 but 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?  

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.

3/ Create a new tenant to submit a support ticket

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 and submit your request from there.     

 

To set up a new tenant, please follow these steps below:

 

Visit  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

 

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 need further assistance. 

If you find my post helpful, kindly consider marking it as the accepted answer. 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.  

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Answer 2

What if there is a security or data protection issue requiring emergency help?