Locked out of my admin account and need to update our licensing before we loose all access

Question

[Moderator note: personal info removed]@cornenellinc.onmicrosoft.com

This is our only admin account for the portal, as we we in the process with moving over data and info to Microsoft Business, the account asks for App authentication, that was setup and still on my authentication app, says that the Authentication APP or hardware tokens has been used up and that it needs to be cleared to register a new authentication app

Answer 1

Dear @Corné Nell,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that you’re locked out of your only admin account and can’t update your licensing. The account requires app-based authentication, but your Microsoft Authenticator setup can’t be used because all authentication registrations are already consumed and must be cleared before adding a new one.

You also noted issues reaching support: creating a trial account didn’t help because the request wasn’t from the affected tenant, the phone line only leads to an AI system, and non‑admin accounts can’t open support tickets; therefore, leaving you without a way to get assistance.

To better assist you, could you please share the support ticket number you previously submitted? This will help me to escalate this to a Microsoft Support agent to review the case history and avoid any repeated steps.

In the meantime, I kindly recommend contacting Microsoft Phone Support again, as this is the most direct path to reaching a live agent for account‑recovery situations.

Important note for phone support: When you call, you may first hear a computer‑generated introduction. Please allow this message to finish. If an agent is available, you will be connected automatically. Depending on your region, you might hear a 30‑second introduction (e.g., “You can visit the link…”). You can simply ignore this message and wait for the menu options.

• Press 1 for business email user
• Press 1 again for technical help

This should route you to a live support representative.

Kindly let me know when there are updates or if you need further assistance.

Thank you for your time and patience.

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