can not log into my personal account

Question

I have a Microsoft admin cloud account but now I can not log into my account after I changed a new phone. On my new phone the Authenticator app does not appear the code for me to verify. Can you please help me to address the issue? Thank you.

Answer 1

Hi Nguyen, Huu Duc,

From your description, it appears that you are using a work or school (business) Microsoft account rather than a personal, as you mentioned access to the Microsoft admin cloud.

If there is another Global Administrator in your organization, you may ask them to reset your multi-factor authentication (MFA) methods or require re-registration for your account so….

If you are the only Global Administrator, please follow the steps below to engage Microsoft’s Data Protection Team for tenant lockout:

1/ Please locate the appropriate support phone number for your country or region and contact Microsoft Support so the frontline team can raise a service request on your behalf: Customer service phone numbers     

When calling the support number, the experience may vary depending on your country or region:    

• In some regions, you may hear an automated message for approximately 30 seconds. You can ignore this message and wait for the prompt, then select “1” for Business email user and “1” again for technical support.    
• In other regions, you may be guided through an automated conversation similar to the following:    
• The system asks what issue you are experiencing > Tenant Lockout   
• Product in use > Microsoft Office 365
• Account type > Company account    
• Administrator status > Yes    
• Are there other administrators in the organization? > No    
• Proceed to create a service request > Yes

2/ If you are unable to reach support by phone, you may create a temporary trial tenant to submit a support request for the block access tenant through the Microsoft 365 admin center. You can start with a trial license here: Microsoft 365 Business Plans and Pricing | Microsoft 365     

To raise a support ticket, you can follow the below:

• Go to the admin center
• On the bottom right side of the page, select Help & support.

Please note that as Microsoft Q&A forum moderators, we do not have access to tenant-level information and are therefore unable to assist directly with tenant lockout situations. I sincerely apologize for having to redirect you to another team. However, this will ensure that you receive the appropriate support to resolve the issue as quickly as possible.

Thank you for your understanding, and I hope you are able to login.

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Answer 2

To regain access after changing phones, the available options depend on whether this “admin cloud account” is a personal Microsoft account or a work/school (business) account.

1. If this is a personal Microsoft account (Outlook.com, Hotmail, Live, etc.):
   • When signing in and asked for a verification code that cannot be received, select “I don’t have any of these” on the verification screen.
   • Follow the prompts to update backup security info (add a new phone or email) and complete the recovery steps.
   • If verification codes still do not arrive and no method works, use the Sign-in helper to diagnose and recover access: Sign-in helper.
   • If still locked out, complete the account recovery process as guided by the helper; support agents cannot send codes or change security info on the account.
2. If this is a work or school (business) admin account:
   • If there is another admin in the tenant, that admin must reset MFA for the account in the Microsoft Entra admin center by using Require re-register multifactor authentication on the user’s Authentication methods page.
   • If this is the only admin account and there is no alternative sign-in method (no SMS, no backup email, no other admin):
     • Contact Microsoft Support by phone and ask to be routed to the Microsoft Data Protection team for admin account lockout due to Authenticator.
     • Be prepared to verify identity and admin ownership of the tenant; the Data Protection team has specific processes to help a sole admin regain access.
3. For future prevention after recovery:
   • Add multiple MFA methods (phone, alternate email, and Authenticator on the new device).
   • Avoid removing all existing security info at once, as this can trigger a 30‑day restriction on changes.

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References:

• Troubleshoot Microsoft verification code issues
• I can't sign in to my Microsoft account
• Use a screen reader to set up and troubleshoot multifactor authentication
• 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A