Locked out of account and out of authenticator needed to provide code to access account

Question

Locked out of account and out of authenticator needed to provide code to access account

Mark Anderson 0

I have a Teams account purchased for my small business of 1 person

I am trying to access the Admin function of the Teams account, but when I attempt to log in, two-factor authentication requires me to enter a code from my Authenticator App. BUT the Authenticator App is locked, so I can't access the code. There is no option to unlock the Authenticator App that doesn't take me back to needing a code, which, of course, I can't access. Catch-22.

I can't get any response from a Support call because I need to use the login for the Teams account.

How do I get a human support person to unscramble this mess?

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This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
Mark Anderson 0 Reputation points

2026-03-03T08:36:53.1066667+00:00

How do I enter a response to your questions? When I enter text to respond it is deleted as not complying with the code of conduct!
Mark Anderson 0 Reputation points

2026-03-03T08:38:22.41+00:00

The error occurred during final "sign in"
Mark Anderson 0 Reputation points

2026-03-03T08:48:01.5833333+00:00

I was probably signed into my personal account
Mark Anderson 0 Reputation points

2026-03-03T08:51:33.7033333+00:00

I called the New Zealand Microsoft Support number but the call would not progress without my having Global Admin credentials - I am a one person company - I don't have a Global Admin
Mark Anderson 0 Reputation points

2026-03-03T08:53:12.1533333+00:00

My account was set up by Microsoft Support Services 26 September 2023 in response to support request (Moderator note: personal info removed).
Sophie N 12,420 Reputation points Microsoft External Staff Moderator

2026-03-04T01:02:04.14+00:00
Dear @Mark Anderson,

I’m really sorry to hear how stressful this situation has been. Being locked out of your account especially when you no longer have access to the Authenticator app can be extremely frustrating, and I truly understand your concern.

I can see that you previously had one support ticket, but that ticket is from about three years ago and is already closed, so it can’t be reused for this issue. To move forward, a new support ticket will need to be submitted so Microsoft can review your account with the current information.

If you are the only user in your company and you do not currently have the IT administrator role, please let us know. We can help guide you on how to raise a new support ticket so this issue can be properly escalated to the Microsoft support team.

Once a new ticket is created, Microsoft support will be able to:

Check the security status of your account

Reset or re‑register your authentication methods

Help you regain access safely

I know you’ve already spent a lot of time trying to resolve this, and I’m truly sorry for the inconvenience. Please reply to confirm whether you are the only user in the tenant and whether you have admin access, and we’ll assist you with the next steps right away.
Mark Anderson 0 Reputation points

2026-03-04T02:58:45.2166667+00:00

Dear Sophie N,
I am a Microsoft product user in two different companies. One is based in New Zealand. The other is in Singapore. I also have a personal Microsoft account.

I am the only user in the New Zealand company. The Teams licence is owned by the New Zealand company. I do not know if I have an IT Administrator role for that company or not. How do I tell if I have an IT Administrator role when I can't login? When I have previously been able to log in then I can access the tax invoices for the Teams service - does that make me an IT Administrator?

There are multiple users in the Singapore Company. I am not a Microsoft IT Adminstrator for that company. I think my Teams account was set up using my work email address for the Singapore company. This may have caused problems.

Please guide me on how to raise a new support ticket.

Many thanks for your help.
Sophie N 12,420 Reputation points Microsoft External Staff Moderator

2026-03-04T04:14:41.98+00:00

Dear @Mark Anderson,

Thank you for contacting me, I'm so sorry you're experiencing this issue, and I understand how stressed you are about not being able to access your account.

To ensure your information is kept secure and handled appropriately, I’ve sent you the full details and guidance through a private message instead of sharing them publicly.

Your account domain (e.g., yourcompany.onmicrosoft.com), or the affected email address (the one you cannot log in to).

Once I receive that information, I will try to guide you through the next steps as accurately as possible.

Thank you for your understanding I am always here to assist you.

3 answers

Your answer

Deleted

This comment has been deleted due to a violation of our Code of Conduct. The comment was manually reported or identified through automated detection before action was taken. Please refer to our Code of Conduct for more information.
Mark Anderson 0 Reputation points

2026-03-03T08:36:53.1066667+00:00

How do I enter a response to your questions? When I enter text to respond it is deleted as not complying with the code of conduct!
Mark Anderson 0 Reputation points

2026-03-03T08:38:22.41+00:00

The error occurred during final "sign in"
Mark Anderson 0 Reputation points

2026-03-03T08:48:01.5833333+00:00

I was probably signed into my personal account
Mark Anderson 0 Reputation points

2026-03-03T08:51:33.7033333+00:00

I called the New Zealand Microsoft Support number but the call would not progress without my having Global Admin credentials - I am a one person company - I don't have a Global Admin
Mark Anderson 0 Reputation points

2026-03-03T08:53:12.1533333+00:00

My account was set up by Microsoft Support Services 26 September 2023 in response to support request (Moderator note: personal info removed).
Sophie N 12,420 Reputation points Microsoft External Staff Moderator

2026-03-04T01:02:04.14+00:00

Dear @Mark Anderson,

I’m really sorry to hear how stressful this situation has been. Being locked out of your account especially when you no longer have access to the Authenticator app can be extremely frustrating, and I truly understand your concern.

I can see that you previously had one support ticket, but that ticket is from about three years ago and is already closed, so it can’t be reused for this issue. To move forward, a new support ticket will need to be submitted so Microsoft can review your account with the current information.

If you are the only user in your company and you do not currently have the IT administrator role, please let us know. We can help guide you on how to raise a new support ticket so this issue can be properly escalated to the Microsoft support team.

Once a new ticket is created, Microsoft support will be able to:

Check the security status of your account

Reset or re‑register your authentication methods

Help you regain access safely

I know you’ve already spent a lot of time trying to resolve this, and I’m truly sorry for the inconvenience. Please reply to confirm whether you are the only user in the tenant and whether you have admin access, and we’ll assist you with the next steps right away.
Mark Anderson 0 Reputation points

2026-03-04T02:58:45.2166667+00:00

Dear Sophie N,
I am a Microsoft product user in two different companies. One is based in New Zealand. The other is in Singapore. I also have a personal Microsoft account.

I am the only user in the New Zealand company. The Teams licence is owned by the New Zealand company. I do not know if I have an IT Administrator role for that company or not. How do I tell if I have an IT Administrator role when I can't login? When I have previously been able to log in then I can access the tax invoices for the Teams service - does that make me an IT Administrator?

There are multiple users in the Singapore Company. I am not a Microsoft IT Adminstrator for that company. I think my Teams account was set up using my work email address for the Singapore company. This may have caused problems.

Please guide me on how to raise a new support ticket.

Many thanks for your help.
Sophie N 12,420 Reputation points Microsoft External Staff Moderator

2026-03-04T04:14:41.98+00:00

Dear @Mark Anderson,

Thank you for contacting me, I'm so sorry you're experiencing this issue, and I understand how stressed you are about not being able to access your account.

To ensure your information is kept secure and handled appropriately, I’ve sent you the full details and guidance through a private message instead of sharing them publicly.

Your account domain (e.g., yourcompany.onmicrosoft.com), or the affected email address (the one you cannot log in to).

Once I receive that information, I will try to guide you through the next steps as accurately as possible.

Thank you for your understanding I am always here to assist you.

Answer 1

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Answer 2

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Answer 3

Dear @Mark Anderson,

Thank you for reaching out to the Microsoft 365 Q&A forum community support team. I sincerely apologize for the continued frustration this "Catch-22" situation is causing you.

I noticed you encountered error AADSTS90019 while attempting to set up a new trial tenant. To help me investigate the best next step for you, could you please clarify the following:

At which specific step of the trial setup did this error appear? (e.g., while entering your personal email, creating the new.onmicrosoft.com domain, or during the final "Sign In"?)
When you received that error, were you logged into any other Microsoft accounts (personal or work) in the same browser?
Have you already attempted to call the Data Protection team via the Global Customer Service numbers? If so, did you receive a case number?

The error AADSTS90019 often happens when the browser is confused by "leftover" login data. I recommend trying the trial setup again using a completely private/incognito browser window. This ensures no existing credentials interfere with the creation of the new tenant.

Please let me know the answers to the above so I can determine if we need to escalate this directly to our billing and identity specialists.

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Locked out of account and out of authenticator needed to provide code to access account

3 answers

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