Telefonnummer zur Überprüfung Identität Admin nicht mehr vorhanden

Question

Hello, we unfortunately no longer have access to our admin account: [Moderator note: Personal information removed]@XXXXgmbh.onmicrosoft.com The registered phone number has been deactivated, so we cannot complete the two-factor authentication process, because this is not possible without Login. We received an email on Sunday regarding our subscriptions, which we now cannot view. How can we get a different phone number assigned to our admin account so we can regain access? I would appreciate a prompt reply. I'm getting quite frustrated. Best regards, Victoria

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

We were closer than expected and managed to get through to a person on the hotline. Unfortunately, it seems an outdated name is listed as the administrator, so we were unsuccessful.
We were closer than expected and managed to get through to a person on the hotline. Unfortunately, it seems an outdated name is listed as the administrator, so we couldn't resolve the issue because we don't have the name of the person in charge. Isn't there an option to change the phone number or provide the billing email address?

Answer 2

Hi @Victoria Brandes, 

Thank you for the confirmation.

When contacting frontline support, please follow the prompts carefully. This will allow you to bypass the AI chat and connect directly with a support agent. Avoid selecting any links until you reach the option to press 1 for Business Support, followed by 1 again for Technical Support.

If calling the Spain support line is difficult, you may try another regional support number that offers service in your language, or contact the English support line if you’re comfortable speaking English.

If you still have trouble using the frontline support, you can try set up a new trial tenant and submit your support request:   

• Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.   
• Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.    

   

• Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.   
• Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.   
• Go to Support:  
  • After clicking on "Help & Support" button like this image, you can type "I need help". After that, you can click on "Contact support"  
  
  • Choose contact method: "Phone" or "Email"  
  
• Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:    
  • Your administrator account email address for the locked tenant.   
  • The domain name of your locked tenant    
  • Any error messages you are receiving.   
  • Details about the authentication issues you are experiencing.   
  • Confirmation that you are the administrator of the locked tenant.   
  
  • Finally, clicking on "Contact me".  

Important notes:   

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.   
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.   
• The resolution time might be longer as you are contacting support from a different tenant.   
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products." 

I hope you'll be able to reach the Data Protection team this way. If you still have any issue, please don't hesitate to reply. Wishing you a successful day!

Answer 3

Since you posted your question in en-us locale and your description is in English, I’ll reply in English as well. If you’re more comfortable using another language, please let me know, I’ll be happy to tailor my response to your preferred language. 

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Hello @Victoria Brandes, 

Thank you for posting your valuable question on Microsoft Q&A forum.   

I'm very sorry for the inconvenience you’ve experienced, based on the details you shared. May I ask if you have any alternative method to sign-in besides Authenticator? If yes, please try sign-in using this alternative method. 

 

If you don't have any alternative sign-in method, you'll need to revoke your MFA access, which will allow you to set up Authentication method on a new device and then you can access other Microsoft services.  

Could you please confirm whether there is any administrator account that is still accessible in your tenant?  If so, please follow the steps below: 

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Entra ID > Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

  

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If the locked out account is the only administrator in your organization, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

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?   

B: Yes   

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

Please understand 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.   

I hope you can successfully revoke your access. If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!

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Answer 4

Because the registered admin phone number is no longer available and sign-in with MFA is blocked, the admin account cannot be fixed from the portal. A Microsoft support-assisted reset is required.

Use these steps depending on how many admins exist:

1. If there is another global admin in the tenant
   1. That admin signs in to the Microsoft 365 admin center.
   2. They open the affected admin user and update the authentication methods (add a new mobile number or change MFA methods) and, if needed, require re‑registration of MFA so the admin can set up new methods at next sign-in.
2. If this is the only admin account (sole global admin)
   1. Contact Microsoft support by phone using the global customer service numbers: see the Customer service phone numbers list in the documentation.
   2. In the automated menu, clearly indicate that this is an issue with Authenticator / MFA for Office 365 for business, that it is a company account, and that this is the only administrator on the tenant.
   3. Ask to create a service request and be routed to the Data Protection team to perform an admin/MFA reset for the tenant.
   4. Be prepared to verify identity and ownership of the tenant (they may ask for tenant domain, admin UPN, subscription details, etc.).

If reaching support from the locked tenant is impossible (no portal access), one workaround is:

1. Create a temporary new Microsoft 365 trial tenant.
2. In that new tenant’s admin center, open a support ticket explaining that access is needed to a different, existing tenant where the caller is the only global admin and is locked out due to lost phone/MFA.
3. Provide the locked tenant’s admin address and domain and request escalation to the Data Protection team.

Forum moderators and community cannot change MFA or phone numbers on accounts; only Microsoft support (Data Protection) can assist in this scenario.

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References:

• Get support for Microsoft 365 for business
• Authentication methods in Microsoft Entra ID - Voice call
• Common problems with two-step verification for a work or school account
• MFA admin account no longer works - Microsoft Q&A
• 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A