Portal Azure Login problem

Question

I lost my Authenticator App and now I can't login on azure.portal.com.

I can't find a place to reset my password and all the "support" I can find asks me to open a support request from Azure itself, which is impossible at this stage.

I am using a passkey, from my Microsoft account, but it keeps asking me for the Authenticator app code, which I don't have.

How can I solve this?

Answer 1

Cesar Sanctis

Welcome to Microsoft Q&A Platform

I understand that you're having trouble logging into the Azure portal because you haven't received the code needed in the Microsoft Authenticator App to verify your MFA.

In this case, if there is another global administrator from your tenant, they can help you to reregister your MFA.

Admin has to perform below steps to reset your MFA so that you can re-register for authenticator app.

• Admin has to login to Azure portal and access Microsoft Entra ID.
• Once done they have to go to user's blade on the left.
• Click on the user account which is unable to login to Azure portal.
• Click on Authentication methods and click on “Require re-register multifactor authentication”.
• Now when you try to login to Azure, it will prompt you to register for MFA again.

If you are not aware of another global administrator or you are the only global admin in your tenant, please let us know. We will guide you further.

Thanks

Answer 2

Because the Authenticator app is lost and Azure support requests normally require portal access, the resolution depends on whether there is another admin who can reset MFA for this account. If not, the case must be escalated to Microsoft Support/Data Protection via a support ticket created from another account.

Use these paths based on the situation:

1. If this is a personal Microsoft account (not work/school)

• Try to sign in using other methods on the Microsoft account (password, SMS, email, or passkey) if any are configured.
• If sign-in fails because of missing codes or verification, use the account recovery options:
  • If the password is forgotten, reset it using the guidance in Reset your password.
  • If verification codes are not arriving or cannot be used, follow the steps in Troubleshoot Microsoft account verification code issues.
  • If the account is locked or not recognized, use the Sign-in Helper tool and, if needed, the Microsoft account recovery form to regain access.

2. If this is a work or school (Entra ID / Microsoft 365 / Azure) account and there is another admin

• Ask another global admin in the tenant to reset MFA for this user:
  • They sign in to the Azure portal → Microsoft Entra ID → Users → select the affected user → Authentication methods → choose Require re-register multifactor authentication.
  • After this, sign in again and register new MFA methods (including a new Authenticator instance or another method).

3. If this is a work or school account and there is no other global admin (only admin locked out)

• This is a tenant lockout scenario. The only supported path is escalation through Microsoft Support/Data Protection:
  • Use any other Microsoft account that can still sign in (personal or another work account) to contact Microsoft Support from the public support site (not from within the Azure portal).
  • Open a support request describing that the only global admin is locked out due to lost Authenticator and cannot access the portal to open a ticket.
  • The support team will route the case to the Data Protection/Tenant Recovery team, who will verify tenant ownership (via business documentation, contact details, etc.) and then reset MFA registration or restore access.

4. If using passkeys and seeing “passkey can no longer be used” or similar

• If the passkey is reported as invalid or not found, it may have been deleted from the account:
  • Remove any obsolete passkeys from the authenticator app or account.
  • Set up a new passkey for the account.

5. If the issue is specifically that the Authenticator app is lost/replaced

• For a personal Microsoft account that has gone passwordless and relies on Authenticator:
  • Sign in to the Microsoft account dashboard (if possible with another method) → Security → Advanced security options.
  • Under “Ways to prove who you are,” remove the old device entries.
  • If needed, turn off passwordless under Passwordless account to add a password back, then reconfigure MFA methods.

If none of the above paths work (no other admin, no alternative sign-in methods, recovery form fails), only Microsoft Support/Data Protection can restore access after verifying ownership.

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References:

• I can't sign in to my Microsoft account
• Troubleshoot signing in with a passkey
• Forgot password to sign in to Microsoft 365, Intune, or Azure
• How to go passwordless with your Microsoft account
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• I need to reset my mfa methods - Microsoft Q&A
• Global Admin Locked out - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A