How to access MS account

Question

I'm trying to access my business Microsoft account, which I have a sharepoint plan for, but unable to login or get help. The authenticator sends me round in circles, either wants authenticator logon or verification code, which then sends me to authenticator instead of sending me a code on email.

I then try to setup my account in authenticator, but is not letting me set it up, as saying it doesn't exist, when it does.

I cannot access online chat, as it wants me to sign in, which I'm unable to do currently - I'm really stuck and need this for our business.

Can someone please help me?

Thanks

Answer 1

Hello @Bev Kirk

I am happy to support you today!

If you are using a "business account", the only way to regain access is to contact your "IT administrator or Global admin" and request a phone number update in the "Microsoft Entra admin center".

In the Entra admin center, an administrator can set user accounts to require a re-enrollment of multi-factor authentication (MFA). Ask your administrator to follow the steps shown in the following article: 

Manage user authentication methods for Microsoft Entra multi-factor authentication 

• Sign in to Microsoft Entra - Microsoft Entra admin center 
• User -> all users. Select the user you want to act on, and then select "Authentication methods". then select "Require multi-factor authentication re-registration". 

Require re-enrollment MFA: This disables all previous authentication methods. You'll then be prompted to set up a new MFA authentication method the next time you try to sign in, so you can add a new authenticator app.  

If you’re unsure who the Global Admin is within your school account's organization, you can find guidance on locating them here: 

How do I find my Microsoft 365 admin? - Microsoft Support

I highly appreciate your valuable time and your cooperation during this process

Please let me know if I can do anything more to support you!

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Answer 2

For a business Microsoft 365/SharePoint account that is locked behind Microsoft Authenticator and no other method is working, the path depends on whether there is another admin on the tenant.

1. Try any alternative sign-in/MFA method

• If any other verification method was configured (SMS, office phone, alternate email, security key), use it instead of Authenticator.
• On the MFA prompt, choose Sign in another way (or similar) and select SMS/phone if available.
• If those also fail and there is no working alternative, proceed to admin-based recovery.

2. If this is a work/school (business) account and there is another admin

• Ask another global admin in the organization to reset MFA for the account in the Microsoft Entra admin center:
  1. Go to https://entra.microsoft.com.
  2. Navigate to Users → All users and select the affected user.
  3. Open Authentication methods.
  4. Select Require re-register multifactor authentication.
• After this, sign in again; the account will be prompted to set up Authenticator (or another MFA method) from scratch.

3. If this is a business account and the locked user is the only admin When there is only one global admin and that admin is locked out by MFA, the only supported route is through Microsoft’s Data Protection team.

Use one of these options:

Option A – Call Microsoft support and ask for Data Protection team

1. Find the regional number under Customer service phone numbers - Microsoft Support.
2. When calling, wait through any opening message and then follow the business/technical support options.
3. Clearly state:
   • This is an Office 365/Microsoft 365 for business tenant.
   • The caller is the only global administrator.
   • Access is blocked by Microsoft Authenticator/MFA and no other method works.
   • A tenant admin MFA reset is needed by the Data Protection team.
4. Ask the frontline agent to open a ticket and route it to the Microsoft 365/Azure Data Protection team to reset MFA for the admin account.

Option B – Create a temporary trial tenant to open a ticket (if phone support is hard to reach)

1. Sign up for a trial Microsoft 365 tenant (any business/enterprise trial) to get into an admin center.
2. Go to Microsoft 365 Admin Center for that trial tenant.
3. Use Help & support to open a support ticket.
4. In the ticket, explain that:
   • The real business tenant (provide tenant domain and admin UPN) is different from the trial tenant.
   • The admin account on the real tenant is locked by MFA/Authenticator.
   • A Data Protection team case is needed to reset MFA for that tenant’s admin.
5. After the original tenant issue is resolved, cancel the trial subscription to avoid charges.
6. If the account is actually a personal Microsoft account If this turns out not to be a work/school account but a personal Microsoft account, use the consumer account recovery paths instead:

• Start with the Sign-in Helper: I can't sign in to my Microsoft account.
• If the password or username is the issue, use the linked Reset your password or Look up your Microsoft account flows.

5. If repeated attempts are blocking sign-in If many failed MFA attempts have been made, Microsoft Entra may temporarily block further attempts as a security measure. In that case:

• Wait before trying again, or
• Use a different MFA method if one is available, or
• Proceed with the Data Protection route described above if completely locked out.

Once access is restored, configure at least one backup MFA method (SMS, phone, alternate Authenticator, security key) so that a future device change does not cause another lockout.

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References:

• I can't sign in to my Microsoft account
• Sign in using Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Troubleshoot sign-in issues and account access problems
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• I cant log in to my business account because it is requiring Authenticator app which I do not have - 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
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A