I too have full MFA lockout and cannot get access. What to do?

Question

Small business owner and do have an MFA setup however, when swapping phones recently, Google Authenticator apparently did not handle the swap well as my codes were not working. I deleted the code expecting to recover it back from a backup but that was unsuccessful. Ended up calling microsoft and they opened a ticket but no advancement yet.

Instead of leaving non-productive mssgs like why not have 2 admins, or break glass or additional MFAs, please just tell me how to get back in.

Thanks!!

Answer 1

Hi @Stephen West,

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

I would like to provide you with the following information:

Switching to a new phone commonly causes this issue because your Multi-Factor Authentication (MFA) settings usually need to be reset. When you change devices or reinstall the Microsoft Authenticator app, the new phone is not automatically configured for authentication. Since the app is still linked to your previous device, you will not receive verification codes on the new phone, which is why you are currently unable to access your account.

Note:

Microsoft Business accounts are required to be verified through an authentication app in order to sign in, to ensure the security of the entire tenant. At this time, because you are not receiving MFA verification codes, this means you will not be able to sign in until MFA on your account has been reset.

You mentioned that you have already contacted Microsoft and opened a support ticket. During this time, please check your email regularly to stay updated with the latest notifications from the support agent.

Typically, the MFA reset process takes a few days, as Microsoft needs to verify that you are the tenant owner. After verification, the backend support team will proceed with resetting MFA. Once the process is completed, Microsoft will proactively contact you.

 I hope this information is helpful.

If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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Answer 2

If you are locked out of your account due to MFA issues after swapping phones, the best course of action is to continue working with Microsoft support, as they can assist with account recovery. Since you have already opened a ticket, ensure that you provide them with all necessary details to expedite the process. It may take some time, but they can help reset your MFA settings or provide alternative methods to regain access.

In the meantime, consider the following steps:

1. Check for Backup Codes: If you had previously set up backup codes when enabling MFA, check if you can find those codes to regain access.
2. Contact Support Again: If you haven't received an update, consider reaching out to Microsoft support again to follow up on your ticket. You may ask them to escalate the issue if it remains unresolved.
3. Provide Verification Information: Be prepared to verify your identity and provide any necessary documentation that proves your ownership of the account.

Unfortunately, without access to the MFA app, your options are limited, and support is your best resource for recovery.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A