Office 365 login

Question

I recently lost my Office 365 and are now unable to login to my profile. Authenticator app want to login to itself and do not receive the authentication from the login. Login to change any configuration requires the app

Answer 1

The account is stuck in an MFA loop where Microsoft Authenticator is the only verification method and cannot complete sign-in. The recovery options depend on whether this is a work/school (business) account and whether there is another admin.

1. If this is a work or school (Microsoft 365 business) account and there is another admin
   • Ask another cloud services/Microsoft 365 admin to reset the Multi-Factor Authentication settings for the account.
   • They should:
     1. Sign in to the cloud service portal as an admin.
     2. Go to https://account.activedirectory.windowsazure.com/usermanagement/multifactorverification.aspx.
     3. Select the affected user account.
     4. Select Manage user settings.
     5. Select Require selected users to provide contact methods again, then select Save.
   • After this, sign in again and re-register the Authenticator app or another MFA method when prompted.
2. If this is a work or school account and there is no other admin (you are the only admin)
   • This requires Microsoft Data Protection team intervention.
   • Call Microsoft support using the regional number from Customer service phone numbers - Microsoft Support (from the context articles).
   • When navigating the phone menu/IVR, clearly indicate:
     • The problem: “Authenticator” / “lost access to Authenticator and MFA”.
     • Product: “Office 365 for business” / “Microsoft 365 for business”.
     • Account type: “Company account”.
     • Role: “I am the only administrator; there is no other admin”.
     • Request: A service request with the Data Protection team to reset admin MFA.
   • If reaching an agent is difficult, one documented workaround is:
     1. Create a new temporary Microsoft 365 trial tenant using a trial plan.
     2. Sign in to the new tenant’s Microsoft 365 Admin Center.
     3. Use Help & support to open a ticket and explicitly state that access is needed to a different, existing tenant where you are the locked-out admin and need MFA reset by the Data Protection team.
     4. After the original tenant is fixed, cancel the trial to avoid charges.
3. If this is a work/school account and you are an end user (not an admin)
   • Contact the organization’s Microsoft 365/Entra ID admin or Help desk.
   • Ask them to:
     • Go to Microsoft Entra admin center → Users → All users → select the user → Authentication methods.
     • Use Require re-register multifactor authentication (or equivalent) to clear MFA so it can be set up again.
4. If the phone was lost or replaced
   • If any other sign-in method is configured (SMS, voice call, security key, etc.), use that method instead of Authenticator to sign in once, then update MFA methods.
   • If no alternative method works, follow the admin reset paths above (another admin or Data Protection team).

Until an admin or Microsoft support resets MFA, sign-in cannot be completed if Authenticator is the only method and is unavailable.

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References:

• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• Common problems with two-step verification for a work or school account
• 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
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Authenticator Did Not Complete Login