Authenticator issue due to change location and phone

Question

Authenticator issue due to change location and phone

Accounts Team 5

Hi,

I am the global admin of my Microsoft 365 tenant. I changed phones and no longer have access to my Microsoft authenticator device. I cannot receive SMS verification. I need my MFA reset for the other two accounts associated with the same domain so I can re-register my Authenticator app and access my emails.

The emails I am trying to access are

[Moderator note: personal info removed]@askarirehabilitation.com.au

Please notify if you need further information.

Thanks,

[Moderator note: personal info removed]

Moved from: Microsoft Security | Microsoft Authenticator

1 answer

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Answer 1

Please note that this forum is a public platform, so we’ve adjusted your question to hide your organization’s domain name. For future posts, kindly avoid sharing any personal or organizational details to help protect your data.

Hello @Accounts Team

Welcome to the Microsoft Q&A Community!

Thank you for reaching out. I understand you’re unable to complete Multi‑Factor Authentication (MFA) after changing phones and no longer have access to your Microsoft Authenticator app or SMS verification. Since you cannot sign in and there are no alternative MFA methods available, the next step is to contact Microsoft’s Data Protection Team so they can verify tenant ownership and reset your MFA from their side.

Please find the appropriate contact information here and make a phone call: Customer service phone numbers - Microsoft Support

Once your ticket is assigned and you receive a call from an agent, please be ready to provide details associated with your subscription, such as:

Your administrator sign‑in email address
Your tenant’s primary domain name
Proof of domain ownership. Microsoft may ask you to add or modify a DNS TXT record at your domain registrar to verify that you control the domain associated with the tenant
Any relevant case numbers or billing identifiers if you have prior correspondence

Having this information prepared will help expedite the verification process.

Note:

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.

Please try calling the phone support number 2-3 times during work week to ensure an agent is available to take your ticket.

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. Please allow 5-7 days for your ticket to reach an agent.

If your organization's Office 365 Business/Education subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.

If you cannot successfully speak to a support representative, please consider creating a new tenant by signing up for a trial Microsoft 365 subscription via this link Compare All Microsoft 365 Plans | Microsoft. User's image Once the new tenant is set up, use its admin console to submit a support ticket requesting assistance for your original tenant. Remember to cancel the trial subscription after the issue is resolved to avoid charges.

Thank you very much for your valuable time and your cooperation. Let me know how it goes on your end or if you need further assistance.

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

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Accounts Team 5 Reputation points

2026-03-02T05:44:59.9533333+00:00

Hi,

Thank you so much for your response.

I have tried calling the support team; however, there was no operator available, and the call redirected me to submit a support request via aka.ms/mac365. I attempted to submit the request using one of my accounts under the same domain, but I received a message stating that I am not authorised to do so.

I also tried the second method you suggested; however, I was unable to create an account, as the system is not accepting my card details - even though I am signing up for the trial version.

I am happy to provide any required documentation to verify my identity and regain access to my account. As I will be in Pakistan for approximately eight weeks, restoring access as soon as possible is extremely important.

I would greatly appreciate your assistance in resolving this matter urgently.

Kind regards,

Tahira
Daniel-Vo 3,860 Reputation points Microsoft External Staff Moderator

2026-03-03T15:26:35.9+00:00

Hello @Accounts Team, I sincerely apologize for the inconvenience. But as the end-user like you, we are unable to access or do not have permission to do anything relate to backend.If your organization does not have any account with the Global Admin role, I can provide you with additional tips to bypass the AI. For some countries, it will be an automated conversation like: First, when you call the hotline, it asks what kind of problem you are worried about.

Answered: authenticator.

A: What kind of product are you using?

B: Office 365 for business.

A confirmation: education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Do you have the other admin in your organization?

B: No.

A: You need one.... Service request?

Those are all the suggestions I can give you. Please try calling multiple times. Thank you for your understanding and kindness.

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Authenticator issue due to change location and phone

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