log in issues

Question

I am having log in issues as my business account is asking for a authentication code but i have changed phones so I don't have the authenticator app set up , I'm the only person who uses this account so I don't have a admin to go to and at the moment all I seam to be doing is going round in circles as the only way it can verify who i am is through a app that doesn't send me a code , i have tried ringing the support line to be hung up on as the ai is insisting that I need to be a global admin and apparently I'm not, ill be honest and say this is starting to annoy me as ive paid for a product that i cannot now use

Answer 1

Hi @gavin hutchinson,

Welcome to Microsoft Q&A forum.  

Thank you for reaching out. I’m sorry to hear about the difficulties you’re facing - being unable to access your business account, especially without another admin to assist. When the system continues to request an authentication code from an app you can no longer use, it can feel like you’re stuck in a loop.

This situation often occurs when Multi-Factor Authentication (MFA) needs to be reset, particularly after switching to a new phone or reinstalling the Microsoft Authenticator app. Because your new device hasn’t been set up with the Authenticator yet, the account is still tied to your previous phone, which is why you’re not receiving any codes.

Please follow the steps below to complete the account recovery process and restore access to your account.

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)   

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.  

   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:        

In some countries, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

IVR: What kind of product do you use?        

You: Office 365 for business.        

IVR confirmation: education or company account?        

You: For companies        

IVR: Are you an administrator?        

You: Yes.        

IVR: Do you have another administrator in your organization?        

You: No.        

IVR: Do you need a... Service request?      

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.   

  

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.        

 

Just to clarify, moderators do not have the ability to view or change user account information, so we cannot help with login issues, password resets, or modifying access rights. Even though we cannot access the internal tools required for account‑specific fixes, we are here to support you in every way we can within our scope. 

 

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions_:_ Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn  

    

I hope this information helps. Please try the steps and let me know whether they resolve the issue. If the problem persists, we can work together to find a solution.  

As other users will also search for information in this community, your vote can significantly help those with similar inquiries quickly locate the most relevant resources. 

Thank you for your kindness and for contributing to the forum.   

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