Microsoft 365 Business Basic MFA Issue

Question

Hello, I desperately need some help! I am in [Moderator note: personal info removed] and have called both the Asia Pacific Support number and even called the US number and in multiple calls the calls disconnected half way through.

I have a Microsoft 365 Business Basic subscription which is renewing next month and I need to make some changes however although I have the log in credentials, I accidentally deleted the Microsoft Authenticator so now am unable to verify. It is not offering me another option even though I have an alternate email address that can be used (the one they sent the Renewal to).

Any assistance would be welcomed and appreciated :)

Answer 1

Hi @Antoinette Te Haara,

Welcome to Microsoft Q&A forum.  

Thank you for reaching out, and I’m really sorry to hear how difficult this has been, especially after multiple disconnected calls. I completely understand how difficult it is when you need to manage your subscription but can’t get past the Microsoft Authenticator prompt.

Here are recommendations you can try:

Option 1: Use another login option

When you try to log in at https://admin.microsoft.com/, look for the "Sign-in options" link. 

If your phone number was previously registered to your account, you may be able to choose to receive a verification code via SMS or phone call instead of entering your password.

 

Option 2: Recover your account

1. Go to https://admin.microsoft.com/ and click Sign in.
2. Click “Can’t access your account?” under the sign-in box.
3. Choose “Work or school account”.
4. Follow the prompts to verify your identity using your recovery email (if configured by your organization).

 

If the two options above are not possible, please follow the steps below to complete the account recovery process and regain access:

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method) 

I understand you have already attempted to contact Microsoft Support by phone and were unable to open a case through the IVR system. Please try the following option, and I sincerely hope it helps resolve the issue for you.  

To regain access to your admin account as you can't access the Admin Portal, 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. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.  

   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:        

In some countries, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

IVR: What kind of product do you use?        

You: Office 365 for business.        

IVR confirmation: education or company account?        

You: For companies        

IVR: Are you an administrator?        

You: Yes.        

IVR: Do you have another administrator in your organization?        

You: No.        

IVR: Do you need a... Service request?      

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.   

 

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link 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.        

 

Just to clarify, moderators do not have the ability to view or change user account information, so we cannot help with login issues, password resets, or modifying access rights. Even though we cannot access the internal tools required for account‑specific fixes, we are here to support you in every way we can within our scope. 

 

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.  

As other users will also search for information in this community, your vote can significantly help those with similar inquiries quickly locate the most relevant resources. 

Thank you for your kindness and for contributing to the forum.   

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Answer 2

To regain access to your Microsoft 365 Business Basic account after accidentally deleting the Microsoft Authenticator app, you can follow these steps:

1. Contact Microsoft Support: Since you mentioned that you've had trouble reaching support, I recommend trying again. When you call, ensure you clearly state that you are the only administrator and that you need assistance with Multi-Factor Authentication (MFA) issues. You can reach out to the Microsoft Data Protection team directly by calling the appropriate support number for your region.
2. Use an Alternate Method: If the Microsoft Authenticator app is not providing you with other options for verification, you may need to request a reset of your MFA settings. This can typically be done by contacting support and explaining your situation.
3. Create a Temporary Account: If you are unable to reach support, consider creating a trial tenant. This involves signing up for a new Microsoft 365 account temporarily, which will allow you to submit a support ticket regarding your locked account. Make sure to provide details about your original account in the ticket.
4. Prepare for Verification: Be ready to verify your identity and administrative rights. Microsoft may ask for specific information about your locked account, such as your email address and any error messages you've encountered.

These steps should help you regain access to your account and make the necessary changes before your subscription renews.

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References:

• Microsoft Q&A - Unable to Verify Identity for Azure Login – Error 399287
• Microsoft Q&A - Requesting a Tenant Admin MFA Reset