Unable to pass Microsoft Authenticator QR code scanning, which cause me not able to login Azure Portal

Question

Unable to pass Microsoft Authenticator QR code scanning, which cause me not able to login Azure Portal

Vera Xie 0

I'm currently having trouble logging into the Azure portal, but I can't find any help and I don't know how to proceed. Here's the situation:

I registered for Azure's free service using ******@gmail.com. Initially, I could log in using a one-time verification code received via Gmail.
The account was also created. This seems to be equivalent to the ******@gmail.com account.
Last Friday, I added a new user, and set a password when creating the user. However, I can't log in with the new user.
To solve the new user login problem, I consulted AI and modified some security settings. I don't know what settings I made, but now neither of these accounts can perform further verification. Every time I enter my password, Microsoft requires a second verification step through the Microsoft Authenticator app. However, every time I scan the QR code with my phone, it says Google Play doesn't support this device. I'm currently using an Android system, a Huawei phone.
I discovered my account can access the 365 admin center, but I can't open Azure.

Please tell me how to solve the problem so that I can login portal. Or you can help me clear the MFA, is it possible to let me login azure portal by using password only.

Vera Xie 0 Reputation points

2026-03-16T09:43:56.1266667+00:00

I have call the china hotline +86 400 820 3800, it is AI reply and cannot reach the frontline agent to open a service request and route it to the Data Protection / Tenant Recovery team for MFA reset / tenant lockout. It ask me to go to https://ak.ms/pro/support So I am still not able to have the effective support yet.
Shubham Sharma 13,320 Reputation points Microsoft External Staff Moderator

2026-03-17T01:43:48.19+00:00

Vera Xie

Thank you for reaching out to Microsoft Q&A.

Since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the requested details via private message only:

Please send me the details via private message. So, we can assist you further.
Vera Xie 0 Reputation points

2026-03-18T01:29:53.2666667+00:00

Already share the requested detail via private message, please follow, thanks

1 answer

Your answer

Vera Xie 0 Reputation points

2026-03-16T09:43:56.1266667+00:00

I have call the china hotline +86 400 820 3800, it is AI reply and cannot reach the frontline agent to open a service request and route it to the Data Protection / Tenant Recovery team for MFA reset / tenant lockout. It ask me to go to https://ak.ms/pro/support So I am still not able to have the effective support yet.
Shubham Sharma 13,320 Reputation points Microsoft External Staff Moderator

2026-03-17T01:43:48.19+00:00

Vera Xie

Thank you for reaching out to Microsoft Q&A.

Since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the requested details via private message only:

Please send me the details via private message. So, we can assist you further.
Vera Xie 0 Reputation points

2026-03-18T01:29:53.2666667+00:00

Already share the requested detail via private message, please follow, thanks

Answer 1

Shubham Sharma 13,320 Microsoft External Staff Moderator

Vera Xie

Thank you for your patience.

We engaged with the Microsoft Data Protection team we have received the confirmation that your MFA issue has been resolved now. Let us know if you need any further assistance.

Thank you for contacting Microsoft Q&A!

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Unable to pass Microsoft Authenticator QR code scanning, which cause me not able to login Azure Portal

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