How to reset MFA in my business account

Question

I have a business account that I used to do my office administration. I kept all my datas and auntheticator for my account on a phone device. Recently, I lost my phone so now I can't access my authenticator and I can't access my business account because everytime I try to log in, it ask me to do authentication through that authenticator.

Please help me because all of my files are kept on that account.

Thank you

Answer 1

To regain access to a business/work account when the phone with Microsoft Authenticator is lost, the MFA methods must be reset by an administrator or by Microsoft support, depending on the situation.

1. Try any alternative sign-in method
   • If another MFA method was configured (SMS, phone call, office phone, security key, etc.), use it on the sign-in page by choosing “Sign in another way” and complete sign-in.
   • After signing in, update security verification methods so they point to a new phone or Authenticator app. For work/school accounts, this is typically done from the Security info or Additional security verification page.
2. If another admin exists in the tenant
   • Ask a Global Admin in the organization to reset MFA for the account:
     • In Microsoft Entra admin center, they go to Users → All users → [your account] → Authentication methods.
     • Use Require re-register multifactor authentication so that all MFA methods are cleared and you are forced to register new methods on next sign-in.
   • This is the standard way to recover when a user loses access to the Authenticator app.
3. If you are the only admin on the tenant
   • When there is only one administrator and that admin loses access to MFA, the Microsoft Data Protection team must perform the reset after verifying identity.
   • Call Microsoft’s global customer service using the numbers in Customer service phone numbers - Microsoft Support and request a Data Protection / tenant admin MFA reset for a business (Office 365/Microsoft 365) account.
   • In the automated/agent flow, clearly state:
     • The issue is with Authenticator / MFA.
     • The product is Office 365/Microsoft 365 for business.
     • It is a company account.
     • You are the only administrator and are locked out due to MFA.
   • Ask them to open a service request and route it to the Data Protection team to reset the admin’s MFA methods.
4. If support is hard to reach
   • As a workaround, create a temporary trial tenant:
     • Sign up for a Microsoft 365 business/enterprise trial (new tenant).
     • In the new tenant’s admin center, go to Support → Help & support and open a ticket.
     • In the ticket, explain that the real problem is with a different, existing tenant where you are the only admin and are locked out by MFA, and request escalation to the Data Protection team.
   • This trial tenant is only a channel to contact support; it does not give access to data in the locked tenant.

Once Microsoft support/Data Protection verifies identity and resets MFA, sign in again to the original business account; you will be prompted to set up Microsoft Authenticator and/or other MFA methods on the new phone.

---

References:

• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• Work or school account help
• Frequently asked questions about Microsoft Entra multifactor authentication
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A