login issue with authenticator app on onmicrosoft.com

Question

how to create ticket for trial account for o365 login issue.

I am unable to login to  O365 with my email ID because I lost my  authenticator app configuration data and now unable to login onmicrosoft.com. if i am trying yo create ticket on below link it keep asking for MFA authentication and i am unable to authenticate it on my mobile because it was wiped out all APP and data from Mobile.

https://support.microsoft.com/en-us/support-for-business

Answer 1

Hi @Nitin Palhade, 

Thank you for posting your question in the Microsoft Q&A forum, 

I’m sorry to hear you’re having trouble accessing your .onmicrosoft account because of issues with the Microsoft Authenticator app. Please know that you’re not alone, as many users encounter similar challenges. I am here to guide you through each step so you can regain access and return to work as quickly as possible. 

As part of the community support team, my access is limited and I cannot make changes to administrator-level settings. For security reasons, only Microsoft’s specialized support team has the necessary tools and permissions to assist with account-level issues such as MFA resets or advanced troubleshooting. 

Please follow the steps below to complete the account recovery process and regain access. 

Option 1: Contact Microsoft Data Protection Support by Phone 

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here (Choose the appropriate phone number below Business Users section): Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.  

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:        

In some countries, it is an automated conversation like:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

IVR: What kind of product do you use?        

You: Office 365 for business.        

IVR confirmation: education or company account?        

You: For companies        

IVR: Are you an administrator?        

You: Yes.        

IVR: Do you have another administrator in your organization?        

You: No.        

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method)  

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.        

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.  

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.  

Thank you for your kindness and contributions to the forum.

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