Locked out of Microsoft admin account due to MFA

Question

Hi,

I’m the only Global Administrator on my tenant. I am currently locked out of my account due to MFA. My old phone, which had the Microsoft Authenticator app, is broken and no longer functional. When I try to use my phone number for verification, I receive error 399287. I do not have any other devices currently signed into this account. Can I get verify ownership and help reset MFA registration?

Thank you.

Answer 1

To regain access to your Microsoft admin account as the only Global Administrator, you will need to reset your Multi-Factor Authentication (MFA) methods. Since you are locked out due to not having access to the Microsoft Authenticator app and are encountering issues with SMS verification, you have a couple of options:

1. Contact Microsoft Data Protection Support: You can reach out to Microsoft support directly by phone. Explain that you are the only admin and are locked out of your account. They have processes in place to verify your identity and help you regain access.
2. Create a Temporary Account (Trial Tenant): If you are unable to reach support, consider signing up for a new trial tenant. This will allow you to access the admin console of the new tenant and submit a support ticket requesting assistance for your locked account. Be sure to provide details about your locked account, including your admin email address and any error messages you are receiving.

These steps should help you in regaining access to your account and resetting your MFA registration.

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References:

• Global Admin Locked out - Microsoft Q&A
• Locked out of global admin account (MFA) - business down - Microsoft Q&A
• I have a Microsoft business account and I am the admin - Microsoft Q&A