My entra account I don't have access to get code for verification to login

Question

Previous employee had security setup to go to a different number and email to get verification code now I don't have a way to get into my Microsoft Volume Licensing account, please advise?

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello @Mech, 

Thank you for posting your valuable question on Microsoft Q&A forum.   

I'm very sorry for the inconvenience you’ve experienced, based on the details you shared.  

May I ask whether the account you're trying to access belongs to the end user or to your organization’s IT administrator? 

If it's an end-user account, I would recommend you contact your organization account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. If you haven’t yet reached out, here’s a helpful guide to locate your Microsoft 365 administrator: How do I find my Microsoft 365 admin? - Microsoft Support  

Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

  

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up your MFA method again. 

If it's  an IT admin account, please check to see if there are other IT admins in your organization who can help you with the reset. 

If it's the only administration account in your organization, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

First, when you call the hotline, it asks what kind of problem you are worried about.   

Answered: authenticator.   

A: What kind of product are you using?   

B: Office 365 for business.   

A confirmation: education or company account?   

B: For companies   

A: Are you an administrator?   

B: Yes.   

A: Do you have the other admin in your organization?   

B: No.   

A: You need one.... Service request?   

B: Yes   

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.   

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Alternatively, you may reach out to the Microsoft Volume Licensing Service Center (VLSC) support team. They can verify the details of your agreement and provide the appropriate steps to help you regain access to your MFA. 

You can find guidance on contacting them at Contact volume licensing support | Microsoft Learn. Key Options for Support  

Create an Online Support Case  

• Go to the online support request form.  
• Select your agreement type (e.g., Enterprise Agreement).  
• Choose the issue category and type of support (usually Professional No Charge).  
• Provide:   
  • Location and contact preference (phone or email).  
  • Issue details and VL agreement number.  
  • Optional screenshots for clarity.  
  • Add additional contacts if needed.  
• Submit the case to receive a case number and confirmation email.  

Contact by Phone  

• Available in some regions.  
• Requires your case number and VL agreement number.  
• Phone numbers vary by location; if not listed, use the online form.  

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.   

I hope you can successfully revoke your access. If you experience any further issues or have additional questions, please don’t hesitate to reach out. We’re always here to help! 

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Answer 2

If you are unable to receive the verification code for your Microsoft Entra account because the previous employee had the security setup directed to a different number or email, you will need to take the following steps:

1. Contact a Global Admin: Reach out to a global admin in your organization. They can check and update the security verification options associated with your account.
2. Reset MFA Settings: The global admin can require you to re-register for multifactor authentication (MFA). This will allow you to set up new verification methods, including adding your phone number or email address.
3. Use Alternative Verification Methods: If you have set up other options for security verification, you can try selecting Other verification options during the login process to access your account.
4. Account Recovery: If you cannot resolve the issue through the above steps, you may need to complete the account recovery form to regain access to your account.

For further assistance, you can also consider contacting Microsoft Support directly if you are unable to resolve the issue through your organization's admin.