All Global Admins Stuck in MFA Loop

Question

I can’t access the Microsoft Authenticator app to get a one-time password. When I try to sign in, I get stuck in an infinite 2FA loop. Whether I try to change account settings or reset 2FA, the sign-in page keeps asking for the Authenticator verification code and blocks me.

The same thing happens when I try to sign in as the global administrator for this account—the same 2FA loop. It seems I’ve lost the ability to authenticate the account. I do know the passwords for the global admin and the account I’m trying to sign in with, and I also have the password reset (recovery) email.

Even if I add those accounts to the Authenticator app, they show as disabled and no verification code appears.

Please help me log in with my account.

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hi @노원이 (Noh, Won Yi), 

Thank you for posting your question in the Microsoft Q&A forum. I’m truly sorry to hear that you’re currently unable to sign in. If your account is also an admin account and there are no other available global administrators in your tenant, then the only way to regain access is contact Microsoft support. Please try locating the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support 

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 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(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.)   

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:     

• What kind of problem are you experiencing?        
• Answer: Authenticator        
• What products do you use?        
• Answer: Office 365 for business        
• Is this for an education or company account?        
• Answer: For companies        
• Are you an administrator?        
• Answer: Yes        
• Are there any other administrators in your organization?        
• Answer: No. I am the only admin in my tenant         
• Do you need a... Service request?         
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.     

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.     

I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here. 

If you have any updates or additional questions, feel free to reply to this thread. I’ll be glad to assist further wherever I can. 

Thank you very much for your understanding!

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