MFAis not sending a code to my phone number (alternative)

Question

I am stuch for over a month now no help from anyone.

I lost my cellphone with the authenticator app; unfortunately, I had not backed it up!

Now, I'm trying to enter my only Global Admin account. They claim to have sent the code to the authenticator app.

1. When I opt for "use another way," the registered phone number: it says, "We are having trouble verifying your account."
2. The account is registered as @mydomain.onmicrosoft.com. Unfortunately, Microsoft states that this account does not exist when I have used it since 2023, and all the other accounts with the name domain (@domain.onmicrosoft.com are still reachable and are still operational
3. The support phone number for Uganda never goes through, so I am stuck and stranded. I can not support other users on the domain because this is the global Admin account that can not be verified.

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 @Amos Musoke,

Thank you for your detailed explanation, and I’m really sorry to hear how much time and effort you’ve already spent trying to recover access to your admin account. I fully understand how frustrating it is to be stuck in the automated support loop, especially when you urgently need to regain control of your tenant.

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    

I know you mentioned that you have already attempted calling without success, but I would kindly ask you to try once more using the tips below. These steps may help you bypass the automated loop and reach an agent who can escalate your case correctly. 

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 you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:   

• 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 call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

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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

The global admin account is locked behind MFA and the only registered strong method (Microsoft Authenticator on the lost phone) is no longer available. The backup SMS method is also failing with “We are having trouble verifying your account,” and there is no other global admin who can reset MFA. In this situation, self-service recovery is not possible and the tenant must be recovered by Microsoft’s Data Protection team.

Based on similar resolved cases, the recovery path is:

1. If there is any other Global Administrator in the tenant
   • That admin must sign in to the Azure portal and go to Microsoft Entra ID → Users → select the locked-out admin account.
   • Open Authentication methods and select Require re-register multifactor authentication.
   • After this, the locked-out admin signs in again and is prompted to set up MFA from scratch on a new device.
2. If this is the only Global Administrator (your case)
   • The issue is treated as a tenant lockout. Only Microsoft Support (Data Protection / Tenant Recovery) can reset the MFA registration after verifying tenant ownership.
   • The documented and supported route is to reach Microsoft’s Data Protection team via a support ticket or phone:
     • Call the global customer service phone line for Microsoft 365 and clearly state:
       • This is an Office 365/Microsoft 365 for business tenant.
       • The caller is the only global administrator.
       • The problem is loss of access to Microsoft Authenticator and MFA, and SMS verification is failing.
       • A Data Protection / Tenant Recovery case is needed to reset MFA for the global admin.
   • If the local Uganda number is not working, use any reachable regional/global Microsoft support number (landline or mobile) and insist on:
     • Being routed to commercial / business support.
     • Creating a service request and escalating to the Data Protection team for tenant admin MFA reset.
3. If phone support cannot be reached at all
   • A documented workaround from similar cases is to:
     • Create a new trial Microsoft 365 tenant using a different domain.
     • In that new tenant, sign in to the admin center and open a support ticket.
     • In the ticket, request to speak with the Data Protection team on behalf of the original tenant, explaining that the only global admin is locked out due to lost Authenticator and non-working SMS.
4. About the “account does not exist” message
   • Other answers show that when the original admin account cannot be used to open a ticket or sign in, Microsoft Support still can verify tenant ownership via Data Protection processes (business documentation, domain ownership, etc.) and then restore access or reset MFA.
5. After access is restored
   • As soon as the Data Protection team or another admin resets MFA and access is regained:
     • Register multiple MFA methods (Authenticator on at least one device, SMS, and possibly a hardware key).
     • Ensure another user is granted Global Administrator (or equivalent) so that future MFA resets can be done internally without needing Data Protection.

The key next step is to get a case opened with Microsoft Support and escalated to the Data Protection / Tenant Recovery team, since no self-service or portal-based action can bypass the current MFA lockout.

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References:

• Common problems with two-step verification for a work or school account
• Troubleshoot Microsoft verification code issues
• Global Admin Locked out - Microsoft Q&A
• I need to reset my mfa methods - 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
• Error Code: 399287 - Microsoft Q&A