How to gain access of authenticator to my @company.onmicrosoft.com account ?

Question

I have registered for the Microsoft 365 Developer Program and have an @company.onmicrosoft.com account. I also had Microsoft Authenticator enabled, and this is the only admin account.

After resetting my phone, I am now unable to log in on my laptop or mobile because I no longer have the Authenticator app to verify myself. I am also not getting any other verification option and am not able to restore the Authenticator through email.

Is there any solution?

Answer 1

Hi @Ratn Govindam,

Thank you for reaching out to Microsoft Q&A forum. 

I understand how difficult it can be to lose access to your account after a phone reset, especially when Microsoft Authenticator is the only verification method set up.

Since your phone was reset, the Microsoft Authenticator app registration that was previously linked to your device is no longer available. Because MFA is still tied to your old phone, the system continues to prompt you for verification through that device, and you won’t see alternative authentication methods.

To regain access, your Multi-Factor Authentication (MFA) needs to be reset on the backend. Once the MFA is cleared, you will be able to sign in again and reconfigure the Authenticator app on your new device.

Since you are the sole Global Administrator for the tenant, 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)   

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 account after losing access to the Microsoft Authenticator app, you can follow these steps:

1. Contact Microsoft Data Protection Support: Since you are the only admin for your account, you will need to reach out to Microsoft support for assistance. You can find the customer service phone numbers for your region and request to speak with an agent about your issue. Make sure to mention that you are the only administrator and that you are locked out of your account.
2. Use a Temporary Account: If you are unable to reach support, you can create a new trial tenant by signing up for a new Microsoft 365 account. This will allow you to access the admin console of the new tenant and submit a support ticket requesting assistance for your original account. When you submit the ticket, provide details about your locked account, including your admin email and any error messages you are receiving.
3. Verification Process: Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. They may guide you through the necessary steps to reset your multi-factor authentication settings.

These steps should help you regain access to your account. If you need further assistance, don't hesitate to reach out to Microsoft support again.

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References:

• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A