Can't get into my Microsoft business account. autenticator not working. Alternate email is bugus

Question

I have a personal microsoft account which is where I am entering this. I also have a business account for my business email with 365. I can't get into my account. I go to admin.microsoft.com and enter the login and password. It tells me to get code from Authenticator. But the Authenticator is not working. I login to that business account in the Authenticator program and it comes up with the account settings page. things like "create a passkey" or "set up 2 step verification" "change password" etc. But if I click on one like "update security info" it gives me the screen to approve the signin request on the Authenticator. Just a loop. The alternate email in my business account is bogus. Its been there a long time but it is not my email. I thought it was something Microsoft did for some reason. I am sure my phone number is in my account and maybe they would send me a code by text to authenticate be but that never happens. So I have not be able to get my business email for a week. I really need to get into my microsoft account and change that MFA to anything but the authenticator. Can someone help? I wish I could get microsoft to talk to me for tech support.

Answer 1

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. 

 

Hello @Elliot Gesang,

Welcome to Microsoft Q&A Forum! 

Could you please help us confirm whether there is another active Global Administrator in your organization? If there is, they can revoke and require re-registration of Multi-Factor Authentication (MFA) settings for your account by following these steps: 

• Signing in to the Microsoft Entra Admin Center  
• Navigating to Users > Your Account > Authentication methods  
• Selecting Require re-register MFA  

Once this is completed, you will be prompted to set up MFA again during your next login 

 

If you are the only admin: 

You will need to contact Microsoft’s Data Protection team. This team has the authority and the specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support    

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. 

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If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

Important notes:     

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.  

  

Warm regards, 

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Answer 2

Because the business account is locked behind Microsoft Authenticator and the alternate email is invalid, access must be reset by an administrator or by Microsoft support/Data Protection.

Use these paths depending on the role on the business tenant:

1. If there is another admin on the tenant

• Ask another global/admin user in the organization to reset MFA for the affected account in Microsoft Entra admin center:
  • Go to https://entra.microsoft.com → Users → All users → select the locked account → Authentication methods → choose the option to require re‑register multifactor authentication.
  • After this, sign in again and register new MFA (Authenticator, SMS, etc.) and correct the alternate email.

2. If there is no other admin (sole admin on the tenant) When the only admin is locked out and cannot approve Authenticator prompts or use alternate methods, the only supported recovery is via Microsoft’s Data Protection team through a support ticket raised by phone or via a temporary trial tenant.

Option A – Call Microsoft support and ask for Data Protection

• Call the regional Microsoft customer service phone number from: Customer service phone numbers - Microsoft Support.
• Stay on the line past the initial message suggesting self‑service.
• When the IVR/agent asks, use wording similar to:
  • Problem: “Authenticator” / “lost access to MFA” / “locked out of admin account”.
  • Product: “Office 365 for business”.
  • Type of account: “Company account”.
  • Are you an administrator?: “Yes”.
  • Any other admins?: “No”.
  • Need a service request?: “Yes – need the Data Protection team to reset MFA for the tenant admin.”
• The frontline agent should open a ticket and route it to the Data Protection team, who will verify identity (business documentation, tenant details, etc.) and can reset the admin’s authentication methods.

Option B – Create a temporary trial tenant to open a ticket If reaching a live agent is difficult:

• Sign up for a new Microsoft 365 trial tenant (any business/enterprise plan) and complete setup.
• Go to the Microsoft 365 Admin Center for that new tenant.
• Use Help & support to open a support ticket.
• In the ticket, clearly state:
  • This trial tenant is only to contact support.
  • The real tenant name and domain.
  • The locked admin UPN/email.
  • That the only global admin is locked out due to Authenticator and invalid alternate email.
  • Request escalation to the Data Protection team to reset MFA on the original tenant.
• After the original tenant is recovered, cancel the trial subscription to avoid charges.

3. If this is not an admin account (end user)

• Contact the organization’s Microsoft 365/Entra administrator and ask them to reset MFA for the user account as described above.

Until MFA is reset by an admin or by Microsoft’s Data Protection team, sign‑in will continue to loop on Authenticator and will not allow changing security info or MFA methods.

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References:

• Common problems with two-step verification for a work or school account
• I can't sign in to my Microsoft account
• My username and password have stopped working
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A