Admin account death loop

Question

I'm trying to access my admin account to activate software. When I try to sign in, I need the code that is sent to Authenticator on my phone. But there is no code sent to my phone. When I access the admin account on the phone to try to change the password, I have to use the code that gets sent to my phone. In other words, I have to use the code that's sent to my phone to access the account on my phone. Regardless, I'm not getting any codes sent to Authenticator at all.

How do I get into my admin account?

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Moved from: Microsoft 365 and Office | Other

Answer 1

Dear @David Barron, 

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

As a moderator, I don't have the tools to investigate your specific tenant directly because this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. However, I will try my best to guide you as clearly as possible.    

If you set up a backup log in methods like a phone number or SMS/Text (separate from the app), help me click "Sign in another way." 

If your only method was the app, this option above won't help, in this case, please help me follow two scenarios as below. 

Scenario 1:  If your organization has another Global Admin 

Please kindly help me contact another Global Admin and ask them to revoke MFA from the Microsoft Entra admin center, then you will log back into your account on your phone and set up MFA from scratch.

References: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID     

Scenario 2: You are the only Global Admin for that tenant. 

In this case, only the Microsoft Data Protection Team has the authority to perform these actions. 

They are the team that has the tools and the authority to verify your permissions for the tenant, and after that, they will help you reconfigure your MFA so you can log back into your account on your phone and set up MFA from scratch. Please follow the two options below to contact the Data Protection Team so they can verify your account and perform the reconfiguration for you. 

Option 1: You might need to contact Data Protection Team via phone service number via this link: 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.

The biggest goal is to get past the IVR (automated system) to a live agent and emphasize this critically important security factor. Please help me try this script as below, this is a script commonly used for authentication issues to bypass the IVR. Please help me speak loudly, only keywords, clearly, and patiently waiting for the machine to respond. First, when you call the hotline, they will ask you what kind of problem you are struggling with.  

Answer: Authenticator.  
A: What products do you use?  
B: Office 365 for business.  
Verification: Education or company account?  
B: For companies  
A: Are you an administrator?  
B: Yes.  
A: Are there any other administrators in your organization?  
B: No.  
A: I need one.... Service request?  
B: Yes  

Option 2: Create a new tenant with trial subscription to access and submit a ticket in Admin Center. 

If you still can't get through to a real person for help, help me try this: 

Register for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary Global Admin account so you can log in to the Microsoft Admin Center. Once you're in, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.   

How to Submit the Support Ticket in Admin Center: Get support - Microsoft 365 admin | Microsoft Learn 

Please take a look and see which scenario fits your account. I am standing by to assist with any information. If you have any questions or require further clarification, do not hesitate to reach out. 

Looking forward to your response!  

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Answer 2

To regain access to your admin account when you're stuck in a loop requiring a code from the Microsoft Authenticator app, follow these steps:

1. Alternative Sign-in Methods: Check if you have any alternative sign-in methods set up, such as SMS or email verification. If so, try using those methods to log in instead of the Authenticator app.
2. Contact Microsoft Support: Since you are the only admin and cannot access your account, you will need to contact Microsoft support. You can do this by calling the support hotline and explaining your situation. Make sure to mention that you are locked out of your admin account and need assistance from the Microsoft Data Protection team.
3. Escalate Your Request: If you have already contacted support and have not received help, ask to escalate your request to a duty manager or a higher-level support agent who can assist you further.
4. Reset MFA Settings: If you have access to another admin account, you can reset the Multi-Factor Authentication (MFA) settings for your account. This will allow you to set up the Authenticator app again using a QR code.
5. Create a New Tenant: As a last resort, you can create a new trial tenant to submit a support request. This will allow you to contact Microsoft support from a different account, but it will not give you access to your original data.

Make sure to have all necessary information ready, such as your admin account email and any error messages you encounter, to facilitate the support process.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request).
• 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.