Unable to access Microsoft 365 Admin Account due to lost Authenticator device

Question

Unable to access Microsoft 365 Admin Account due to lost Authenticator device

Ahmed Osama 0

Hello,

I am experiencing a serious issue accessing my Microsoft 365 tenant admin account and I hope someone can help.

My account is: ******@egymaf.onmicrosoft.com

This account is the Global Administrator for my tenant. Unfortunately, the mobile device that had the Microsoft Authenticator app was lost, and now I cannot approve the sign-in request or generate verification codes.

I have already successfully:

Reset the password
Verified my identity using my alternate email
Confirmed ownership of my domain egymaf.com

However, when I try to sign in, Microsoft still requires verification through the Microsoft Authenticator app, which I no longer have access to. The system keeps redirecting me to the Authenticator verification page with no other usable options.

This has effectively locked me out of my own Microsoft 365 tenant, even though I am the domain owner and the Global Administrator.

I am honestly very disappointed because this situation is preventing me from accessing critical business services. I understand the importance of security, but there should be a recovery process for administrators who lose their Authenticator device.

Could someone please advise the fastest way to reset or remove the old Authenticator device from my account, or guide me on how to regain access to my tenant?

Any assistance would be greatly appreciated.

Thank you.

Ahmed Osama 0 Reputation points

2026-04-02T21:21:50.5+00:00
Hello,

I am facing a very serious issue with Microsoft 365 authentication and I would really appreciate urgent guidance.

I am the owner of the domain egymaf.com, and the Global Administrator account for my tenant is ******@egymaf.onmicrosoft.com.

Unfortunately, the phone that contained my Microsoft Authenticator app was lost. Because of that, I can no longer approve the sign-in request or generate the verification codes.

What is confusing for me is that this is supposed to be an additional security method, but in my case it has completely blocked me from accessing my own account.

Please consider the situation:

• I know the username and password • I verified my identity through the alternate email • The alternate email is ******@egymaf.com, which is under the same domain that I own • I control the domain DNS and hosting

So from my perspective, it is very strange that an additional security option can completely prevent the domain owner from accessing the tenant, even after password reset and identity verification.

If the authenticator device is lost, there should be a clear way for the administrator or domain owner to reset it. Otherwise the password and alternate email become useless.

I have already tried to contact Microsoft support: • I sent an email to support@microsoft.com • I called Microsoft support numbers • I attempted the account recovery steps

Unfortunately I have not been able to reach anyone who can assist.

This situation is now affecting my business operations, because I cannot access my Microsoft 365 tenant or manage my domain services.

I would greatly appreciate guidance on one of the following solutions:

Reset or remove the old Microsoft Authenticator device from my admin account

Allow me to verify ownership using my domain (DNS verification)

Release the domain egymaf.com from this tenant if access cannot be restored

Right now my business is struggling because I cannot access services that belong to my own domain.

Any urgent assistance or guidance would be highly appreciated.

Thank you.

Share via

Unable to access Microsoft 365 Admin Account due to lost Authenticator device

Your answer