Need help reset global admin's MFA device

Question

I saw other posts on this forum that people got help from Microsoft to reset their global admin's MFA device.

I am the only global admin to our church's M365 tenant [Moderator note: personal info removed]. I replaced my old iPhone with Authenticator and not able to log on any more. I tried to create a support ticket online but all paths required me to log on first. I tried to call Microsoft Support phone number many times, but every time was transferred to listening to music of no end.

If anyone from Microsoft Support monitors this forum, can you create a support ticket to reset my global admin's MFA device?

Thanks so much!
[Moderator note: personal info removed]

Answer 1

Hi @worship tech,

Thank you for posting your question in the Microsoft Q&A forum.

I’m sorry to hear you’re having trouble accessing your work account because of issues with the Microsoft Authenticator app. Please know that you’re not alone, as many users encounter similar challenges. We are here to guide you through each step so you can regain access and return to work as quickly as possible.

As part of the community support team, my access is limited and I cannot make changes to administrator-level settings. For security reasons, only Microsoft’s specialized support team has the necessary tools and permissions to assist with account-level issues such as MFA resets or advanced troubleshooting.

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.       

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.       

 

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.   

 

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. 

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly. 

Thank you for your kindness and contributions to the forum. 

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Answer 2

To reset your global admin's MFA device, you will need to contact Microsoft Support directly since you are the only global administrator for your tenant. Here are the steps you can follow:

1. Contact Microsoft Support by Phone: Since you mentioned having difficulty getting through on the phone, try to be persistent. When you reach the automated system, you can navigate through the options to reach the Data Protection team. Make sure to specify that you are the only global admin and that you need assistance with resetting your MFA.
2. Alternative Method: If you continue to face issues with phone support, consider creating a temporary account by signing up for a trial subscription. This will allow you to access the admin console of the new tenant and submit a support ticket requesting assistance for your original tenant.
3. Ask for Help from Other Admins: If there are any other global administrators in your organization, they can help you reset your MFA settings by following the steps in the Microsoft Entra Admin Center.

If you are unable to reach support through these means, it may be necessary to keep trying the support line or explore other avenues for contacting Microsoft directly.

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References:

• Global Admin Locked out - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A