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Microsoft 365 and Office | Subscription, account, billing | For business | Other
Microsoft 365 features that help users manage their subscriptions, account settings, and billing information.
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Dear @UJJWAL BHORKAR,
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 a phone number for SMS/Text (separate from the app) to sign in? If yes, 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.
Reference: 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 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
When you reach out to real agent, they will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team.
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 in Admin Center. 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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