Locked out of Work Account

Question

Hello,

I have a work account that i use to log into entra, azure, admin, etc. the device that hold the microsoft authentication app was lost and i no longer have access to the account for my business. I need help being able to recover the account, thanks.

Answer 1

Hi @Martin Flores Jr, 

Thanks for reaching out, and I’m really sorry to hear you lost access to your work account. 

If there is another active administrator in your organization, the quickest solution is to ask them to reset your MFA settings from the Entra admin portal. That will allow you to sign in again and re-register the Authenticator app on a new device.  

If you’re the only admin in your tenant, the next step is to contact Microsoft Support directly by phone. You can find the official support numbers 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 regain access to your administrator account so you can get everything running normally again. While I’m not able to intervene directly, guiding you to the right support team is the most effective assistance I can provide here. 

If you have any updates or additional questions, feel free to reply in this thread. I’ll be happy to help however I can. 

Thank you very much for your understanding. 

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