I lost my phone and have no access to the Microsoft 365 admin account.

Question

My phone was stolen. Signing in to my ADMIN Microsoft Business account (onmicrosoft.com) requires two-step verification. Since I got a new phone, I no longer receive codes to sign in. Therefore I cannot even submit a support request or properly contact Microsoft to resolve my issue. I urgently need help. I am very frustrated that this is handled this way.

Answer 1

Hello @Alexander Jakovlev

Welcome to the Microsoft Q&A Community! 

I’m really sorry to hear about your phone being stolen. I completely understand how stressful it is to be locked out of your Microsoft admin account, especially when multi‑factor authentication (MFA) prevents you from accessing support. I’ll help you get this resolved as quickly as possible. 

Please note that as a forum moderator, I unfortunately don’t have access to your tenant, billing records, or the ability to unlock accounts. Those actions can only be performed by Microsoft’s internal Data Protection/Tenant Recovery team after they verify ownership. I wish I could push the buttons for you directly, but I don’t have that access or visibility from the forum side.  With your Admin account, please try creating the ticket via the phone number in this article Customer service phone numbers - Microsoft Support 

Please have the followings ready: 

• Your tenant name (e.g., yourdomain.onmicrosoft.com) 
• That you are the Global Admin 
• That your phone was stolen and you cannot complete MFA 
• That you need an MFA reset for the administrator account 

When you call the hotline, they will ask you what kind of problem you are struggling with. 

Answer: Authenticator. 

A: What products do you use? 

B: Office 365 for business. 

Verification: Education or company account? 

B: For companies 

A: Are you an administrator? 

B: Yes. 

A: Are there any other administrators in your organization? 

B: No. 

A: I need one.... Service request? 

B: Yes   

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Note:  

Sometimes, you may first hear an automated voice message. Please wait until it finishes. If an agent is available, you will then be connected and receive assistance. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. We sincerely apologize for any inconvenience this may cause. 

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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If you cannot successfully speak to a support representative, please consider creating a new tenant by signing up for a trial Microsoft 365 subscription via this link Compare All Microsoft 365 Plans | Microsoft.

Once the new tenant is set up, use its admin console to submit a support ticket requesting assistance for your original tenant. Remember to cancel the trial subscription after the issue is resolved to avoid charges. 

Thank you very much for your valuable time and your cooperation. Let me know how it goes on your end or if you need further assistance.  

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Answer 2

losing the sole‑MFA admin leaves the tenant w/out a trusted id‑root, so it stays hard‑locked until u can gently prove it’s really yours.