MFA Reset please

Question

I need Data Protection Team to reset MFA of my tenant as I am the only Global Admin and can no longer access MFA device and the secondary SMS method also fails

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Moved from Microsoft 365 and Office | Other

Answer 1

Dear @Thomas Schwarz,

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

Based on your description, you cannot use MFA and need to reset it.

Since your email is a business account, 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.    

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Answer 2

To reset your Multi-Factor Authentication (MFA) as the only Global Administrator, you will need to contact Microsoft Data Protection Support. Since you cannot access your MFA device and the secondary SMS method is failing, it is crucial to reach out to support for assistance.

Here are the steps you can take:

1. Contact Microsoft Data Protection Support by Phone: You can call the Global Customer Service phone number and request to speak with an agent. Explain your situation, emphasizing that you are the only admin and cannot access your account due to MFA issues.
2. Provide Necessary Information: Be prepared to provide any relevant information that verifies your identity and ownership of the tenant.
3. Follow Up: After your initial contact, follow any instructions provided by the support team to ensure your MFA is reset and you can regain access to your account.

If you are unable to reach a live agent, consider creating a temporary account (trial tenant) to submit a support ticket on behalf of your original tenant.

I hope this helps you regain access to your account quickly!