I can't sign in or access my tenant.

Question

I can't sign in or access my tenant. I can't access these two tenants because I lost my cell phone.

[Moderator note: personal info removed]@workzhouseltd.onmicrosoft.com

[Moderator note: personal info removed]@avetiscom.onmicrosoft.com

Answer 1

Dear @Mert Ozsoy,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that you’re unable to sign in or access your tenants because you lost your cell phone, which is preventing access to your admin accounts for your two tenants.

I sincerely apologize for the inconvenience caused by this issue.

If you're an admin, please check to see if there are other IT admins in your organization who can help you with the reset following the steps in this article: Manage user authentication methods for Microsoft Entra multifactor authentication

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts.

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc. 

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft Data Protection Team.

Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support (Scroll down for Business users) 

In some countries, this is an automated conversation: 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 

(Important Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "You can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help. During peak hours, there might be high call volumes, so we kindly ask for your patience as we work to assist everyone as quickly as possible)

As an alternative, you can create a new tenant account and submit your request from there.    

To set up a new tenant, please follow these steps: 

• Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.    
• Follow the guided setup process to create a new account for a new tenant. 

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In the ticket's description, you could refer to this message "Hello,

I am currently locked out of my Microsoft 365 tenant because multi-factor authentication is enforced, and I am unable to complete the verification process. I am the only global administrator for this tenant, which means I cannot access my account or the Microsoft 365 Admin Center.

To resolve this, I have created a new tenant and would like to be connected with the Data Protection Team to verify my identity and assist with regaining access. I am available to provide any required documentation or verification to support the recovery process."

Ticket Support: Log in the Microsoft 365 Admin Center using your newly created trial admin account > Support > Help & Support. You can raise support ticket at: https://admin.microsoft.com/#/support/requests 

After completing them, you will receive an email appointment for a meeting to review this issue professionally together. 

For more details, you could refer to this article: Get support for Microsoft 365 for business 

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

Note: After creating the support ticket, please kindly let me know the ticket number so I could also track its process to help you regain access to your account/tenant.

Kindly let me know when there are updates or if you need further assistance. Any updates you’re able to share would be really helpful.

I'm here and happy to help! Thank you for your kindness and patience!

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

Note: Please follow the steps in [our documentation] to enable e-mail notifications if you want to receive the related email notification for this thread. 

Answer 2

If you lost your phone and cannot sign in to your Microsoft 365 / Azure tenant due to MFA, you will need an MFA reset by an administrator.

Since you cannot access the tenant, you have these options:

1. If another Global Admin exists in the tenant Ask them to reset your MFA methods: Microsoft Entra admin center → Users → Select user → Authentication methods → Require re-register MFA.

If you are the only Global Admin You must open a Microsoft support ticket for account recovery.

Go to: https://admin.microsoft.com

Click “Need help?” → Contact support

If you cannot sign in at all, use this recovery form: https://account.microsoft.com/account/Help

Be ready to verify:

Tenant name (workzhouseltd.onmicrosoft.com, avetiscom.onmicrosoft.com)

Domain ownership

Billing information

Previous admin details

Microsoft Support is the only way to recover access if no other Global Admin exists.

This is an identity/MFA lockout issue, not a tenant deletion issue.

If you confirm whether you are the only Global Admin, I can guide you on the exact recovery path.If you lost your phone and cannot sign in to your Microsoft 365 / Azure tenant due to MFA, you will need an MFA reset by an administrator.

Since you cannot access the tenant, you have these options:

If another Global Admin exists in the tenant
Ask them to reset your MFA methods:
Microsoft Entra admin center → Users → Select user → Authentication methods → Require re-register MFA.

If you are the only Global Admin
You must open a Microsoft support ticket for account recovery.

Go to:
https://admin.microsoft.com

Click “Need help?” → Contact support

If you cannot sign in at all, use this recovery form:
https://account.microsoft.com/account/Help

Be ready to verify:

Tenant name (workzhouseltd.onmicrosoft.com, avetiscom.onmicrosoft.com)

Domain ownership

Billing information

Previous admin details

Microsoft Support is the only way to recover access if no other Global Admin exists.

This is an identity/MFA lockout issue, not a tenant deletion issue.

If you confirm whether you are the only Global Admin, I can guide you on the exact recovery path.