Single Global Admin - MFA unusable due to phone damage. MFA reset required.

Question

Single Global Admin - MFA unusable due to phone damage. MFA reset required.

Stanley Kommo 20

Hi,
I am single global admin for a side business. My phone got damaged recently and is unusable. I am now unable to login into my MS 365 due to MFA. Logged a service request 2 days a go and microsoft has not contacted me yet.
Does any one know how get around this? So frustrating a company like microsoft doesn't have quick and efficient service. I am loosing business because of this.

Moved form: Microsoft 365 and Office | Other

Answer accepted by question author

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Answer 1

Phoebe-N 10,650 Microsoft External Staff Moderator

Hello @Stanley Kommo

Welcome to the Microsoft Q&A Community!

I’m really sorry you’re going through this. I know how stressful and disruptive it can be to wait when you’re locked out and your business depends on it.

As a forum moderator, I unfortunately don’t have direct access to your support ticket or the internal queue for security reasons, so I’m not able to view or accelerate it from my side. I wish I could do more immediately.

That said, I want to set clear expectations: after a ticket is submitted, it can take some days before it’s officially assigned to a support engineer. This wait isn’t a reflection of your issue’s urgency, it’s usually due to current support volume. In most cases, assignment takes about five to seven days. During that time, you may not see updates in the portal, but your request remains in the queue and will be routed to the right team as soon as someone is available.

For now, please allow the rest of the week for assignment. If you still haven’t heard back by then, please let me know here, I’ll do everything I can to support you and help move things forward.

Thank you for your patience and cooperation. I’m here with you until this gets resolved.

If you have extra questions about this answer, please click "Comment".

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Stanley Kommo 20 Reputation points

2026-02-27T00:31:51.2166667+00:00

Hello @Phoebe-N Thank you for your. I did receive a call yesterday and was told they need to raise another ticket internally, after which it could take another 48 hours.
I'll let you know how I go.
Thanks
Phoebe-N 10,650 Reputation points Microsoft External Staff Moderator

2026-02-27T08:32:14.79+00:00

Hello @Stanley Kommo

Thank you for getting back to me. It's good news to hear that an agent has finally contacted you.

I'll look forward to your updates.
Stanley Kommo 20 Reputation points

2026-02-28T02:55:24.9866667+00:00

Hi @Phoebe-N all sorted now !

Many Thanks
Phoebe-N 10,650 Reputation points Microsoft External Staff Moderator

2026-02-28T07:59:36.9633333+00:00

Hello @Stanley Kommo

Thank you for your good news. I'm thrilled to hear that your issue has been sorted.

In case there are no other requests, I'd truly appreciate if you could mark my answer as Accepted, which would help users with the same query know where to reach out.

Thank you in advance for your cooperation.
Stanley Kommo 20 Reputation points

2026-03-04T22:24:22.94+00:00

Hi @Phoebe-N I need help to deploy dynamic 365 project operations for our business. I am unable to log in a support ticket. What is the best way to have a technical nerd from microsoft help me?
Daniel-Vo 4,020 Reputation points Microsoft External Staff Moderator

2026-03-05T07:46:21.72+00:00
Hello @Stanley Kommo,

Based on your requirement, I recommend that you wait until your admin account is active, and then you can create a support ticket in the Admin Center. This is the fastest way.

In addition, I have attached some methods for your reference:

For technical support: https://www.microsoft.com/en-us/dynamics-365/support

For on-primises product support: https://www.microsoft.com/en-us/dynamics-365/support/on-premises-product-documentation

Call support to create ticket: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

Answer 2

Sumit 43,331 Volunteer Moderator

Hi,
This is a user-user support forum, so no one can help you with resetting the MFA. The recommended option is to contact Microsoft support:

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

I hope this information helps. If you have any more questions, don't hesitate to reach out.

Otherwise, please take a moment to rate the answer. Wishing you good luck!

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Single Global Admin - MFA unusable due to phone damage. MFA reset required.

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