I am locked out of my global account and cannot get back in via authenticator as I'm stuck in a loop

Question

I have a paid business account. I am the only member. I have changed phones. I now cannot access my account. Authenticator does not work it is stuck in a loop. I need this fixed urgently please.

Answer 1

Hello @Chrisopher Hildrey

Welcome to the Microsoft Q&A Community! 

Thank you for reaching out. I understand how frustrating it is to be locked out of your account after losing your phone.  

Based on your description, you are stuck in a loop: your new phone is asking for approval from the Authenticator app on your old phone, which you no longer have access to. 

In case you are the Sole Admin of your business, only Microsoft Data Protection team can help you restore access. Please find the appropriate contact information here and make a phone call: Customer service phone numbers - Microsoft Support 

Once your ticket is assigned and you receive a call from an agent, please be ready to provide details associated with your subscription, such as: 

• The primary domain associated with your Microsoft 365 subscription. 
• Billing details associated with the subscription, such as invoice numbers or partial payment information. 
• Official business information matching what is listed on the tenant profile. 

Having this information prepared will help expedite the verification process. 

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 

Note:  

Depending on your country or region, 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. 

Please try calling the phone support number 2-3 times during work week to ensure an agent is available to take your ticket. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. Please allow 5-7 days for your ticket to reach an agent. 

If your organization's Office 365 Business/Education subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead. 

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If you cannot successfully speak to a support representative, please consider creating a new tenant by signing up for a trial Microsoft 365 subscription via this link Compare All Microsoft 365 Plans | Microsoft. Once the new tenant is set up, use its admin console to submit a support ticket requesting assistance for your original tenant. Remember to cancel the trial subscription after the issue is resolved to avoid charges. 

Thank you very much for your valuable time and your cooperation. Let me know how it goes on your end or if you need further assistance.  

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Answer 2

If you are locked out of your global account and unable to access it due to issues with the Microsoft Authenticator app, here are steps you can take to regain access:

1. Contact Microsoft Data Protection Support: Since you are the only member of your business account, you will need to contact Microsoft support directly. You can reach out to their Global Customer Service by phone. When you call, make sure to explain that you are the only admin and that you cannot access your account due to the Authenticator app issues.
2. Follow the IVR Prompts: When you call, navigate through the automated prompts effectively. You might need to specify that your issue is related to the Authenticator app and that you are using Office 365 for business. Make sure to mention that you do not have another administrator in your organization.
3. Create a Temporary Account: If you are unable to reach a live agent, consider creating a temporary trial account. This can allow you to submit a support ticket on behalf of your original account. You can set up a new tenant and then access the admin console to raise the issue with Microsoft support.
4. Request MFA Reset: If you manage to get in touch with support, request them to reset your Multi-Factor Authentication (MFA) settings so that you can set up the Authenticator app again.

These steps should help you regain access to your account. It may take some time, so be prepared for a potentially lengthy process.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request).
• Requesting a Tenant Admin MFA Reset
• Microsoft authenticator sending me into a spiral