How can I recover my Microsoft admin account? I changed my phone to a new device and I did not set up a backup for the Authenticator app.

Question

How can I recover my Microsoft admin account? Here’s the situation:

• I enabled 2FA for my admin account and was using Microsoft Authenticator phone.
• I changed my phone to a new device and I did not set up a backup for the Authenticator app.
• When I try to log in, it asks for a code from the Authenticator app, which I can’t provide since the app was wiped.
• The only alternative is to get help from the organization admin—but that’s me, and I can’t access my account.

What are my options for recovery? I tried contacting microsoft over email, but there is no response. I am unable to login my admin account since more than a couple of months now.

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Moved from: Microsoft 365 and Office | Other

Answer 1

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. 

Hello @Premal Karelia(Jay Storage Solutions),

Thank you for posting your question in the Microsoft Q&A Forum! 

I’m really sorry to hear about what you’ve been going through. I completely understand how frustrating it is to be locked out for months with no way to approve the MFA prompt. 

Since you are the only admin, you will need to contact Microsoft’s Data Protection team. This team has the authority and the specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. 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    

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

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)       

In some regions you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:  

• What kind of problem are you experiencing?          
• Answer: Authenticator          
• What products do you use?          
• Answer: Office 365 for business          
• Is this for an education or company account?          
• Answer: For companies          
• Are you an administrator?          
• Answer: Yes          
• Are there any other administrators in your organization?          
• Answer: No. I am the only admin in my tenant           
• Do you need a... Service request?           
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.       

During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details. This is a normal part of the security procedure. 

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If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

Important notes:     

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action on your account as a forum moderator, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.  

  

Warm regards, 

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Answer 2

To recover your Microsoft admin account after changing your phone and losing access to the Microsoft Authenticator app, you have a few options:

1. Contact Microsoft Data Protection Support: Since you are the only administrator for your account, you will need to reach out to Microsoft’s Data Protection team. You can do this by calling their customer service hotline. When you call, explain that you are locked out of your admin account and provide details about your situation.
2. Create a Temporary Account: If you are unable to reach a live agent, consider creating a new trial tenant. You can sign up for a trial subscription of Microsoft 365. Once you have access to the new tenant, you can submit a support ticket requesting assistance from the Data Protection team regarding your original account.
3. Follow the Automated Phone Prompts: When you call Microsoft support, navigate through the automated prompts carefully. You will need to indicate that you are an administrator and that you are experiencing issues with the Authenticator app.
4. Be Prepared for Verification: Microsoft may ask for verification of your identity and administrative rights for the locked tenant, so be ready to provide any necessary information.
5. Consider Alternative Recovery Options: If you have any recovery options set up (like backup email addresses or phone numbers), utilize those as well during the recovery process.

These steps should help you regain access to your Microsoft admin account. If you need further assistance, please do not 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A