Unable to log in to a my account due to two factor not working

Question

I got a new phone and now the two factor doesn’t work and there is no way to sign in. I have tried everything for hours, I need someone to reach out, I need help asap

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Moved from Microsoft 365 and Office | Other

Answer 1

If you're unable to log into your account due to two-factor authentication (2FA) not working after getting a new phone, here are some steps you can take:

1. Alternative Sign-in Methods: Check if you have any alternative sign-in methods available, such as backup codes, email verification, or SMS verification. If you can access any of these, use them to log in.
2. Contact Microsoft Support: Since you mentioned that you need help urgently, you should contact Microsoft Support directly. If you are the only administrator for your organization, you will need to reach out to the Microsoft Data Protection team. You can find the relevant hotline number to call for assistance. When you call, make sure to specify that you are having issues with the authenticator app and that you are the sole admin.
3. Reset Multi-Factor Authentication (MFA): If you have access to another admin account (if applicable), that admin can reset your MFA settings through the Microsoft Entra Admin Center. If you are the only admin, you will need to follow the steps to contact Microsoft support as mentioned above.
4. Create a New Trial Tenant: As a last resort, you can create a new trial tenant to submit a support request. This will not give you access to your original data but can be a temporary way to contact support. Make sure to provide all necessary information about your locked account when raising the support ticket.

These steps should help you regain access to your account. If you need further assistance, feel free to ask.

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References:

• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Troubleshoot sign-in issues and account access problems

Answer 2

Hello,

From the account recovery page, Reset password enter your Microsoft account email address and click Next.

If you see a partially hidden email address under “How would you like to receive your security code?”, please enter that email address.

If you do not see it, click “Show more verification options”.

Next, select “I don’t have any of these”.

When asked “Do you have an account recovery code?”, choose “No”.

On the following screen, enter your email or phone number, and then provide a contact email address that is different from the one you are trying to recover.

Please proceed with the account recovery using that information.