authenticator

Question

I have an account that is the sole admin on the admin portal. I have gotten a new phone and do not have a backup of Windows Authenticator, which means I cannot access the admin account. I have tried chatting with you and calling you, but I am not getting any help. What is the easiest way for me to get in touch with you?

Answer 1

For a sole admin who is locked out because of Microsoft Authenticator on a new phone, the supported path is to work with Microsoft’s Data Protection team through a support request raised via phone or (indirectly) via a trial tenant.

Use these steps:

1. Call Microsoft global customer service
   • Use the regional number listed under Customer service phone numbers - Microsoft Support.
   • When the IVR (automated system) starts, wait through any opening message and then choose options for:
     • Business email user
     • Technical support
   • When prompted by the automated assistant, respond along these lines:
     • Problem type: “Authenticator” or “Lost account”
     • Product: “Office 365 for business” (or Microsoft 365 for business, as applicable)
     • Account type: “For companies”
     • Are you an administrator?: “Yes”
     • Are there any other administrators?: “No”
     • Do you need a service request?: “Yes”
   • Clearly state that you are the only global admin and are locked out due to MFA/Authenticator on a new phone, and ask to open a ticket with the Data Protection team to reset your authentication methods.
2. If phone support is hard to reach, create a temporary trial tenant and open a ticket
   • Sign up for a Microsoft 365 trial to create a new tenant.
   • Go to the Microsoft 365 Admin Center for that new tenant.
   • Open Support → Help & support and submit a ticket.
   • In the ticket, specify that:
     • This is a different tenant from the one you are locked out of.
     • You are the sole global administrator of the locked tenant.
     • You need the Data Protection team to help reset MFA / Authenticator for that admin account.
   • Include: locked tenant domain, admin UPN, and the MFA/Authenticator lockout details.
   • After resolution, cancel the trial subscription to avoid charges.

These are the supported ways to “get in touch” to resolve a sole-admin lockout caused by Microsoft Authenticator on a new phone.

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References:

• 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
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A