Global Admin locked out due to MFA

Question

Dear ALL,

My Global Admin account is experiencing an issue with 2FA authentication. The problem occurred because my previous mobile phone was damaged. I have already purchased a new phone.

However, the issue is that when I try to log in to Microsoft, it requires 2FA verification, and the authentication code is being sent to my old phone.

How can I resolve this issue and regain access to my account?

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Moved from Microsoft 365 and Office | Microsoft 365 Defender | Other | Windows

Answer 1

Dear @zainu,

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

According to your issue, I understand you are unable to get the two-factor authentication (2FA) code from the Microsoft Authenticator app after switching to a new device.

In this situation, you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact us via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

IVR: What kind of problem are you worried about?

You: Admin account locked

IVR: What kind of product do you use?

You: Office 365 for business

IVR: Does it count for education or business?

You: For Business

IVR: Are you an admin?

You: Yes

IVR: Do you have another administrator in your organization?

You: No

IVR: Need a service request?

You: Yes

This should help you connect with a live support agent who can help you directly.

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
2. Select any plan and click Try for free.    
3. Complete the setup to create a new tenant.    
4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.    

If you have any other questions, please feel free to reach out or leave comment below.

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