Microsoft Azure-MFA reset

Question

Hello,

I have a Microsoft Azure API subscription. When I subscribed, I used the email address ....@hotmail.com, and I am still using the same address. I also know my login credentials.

Previously, I was able to sign in to my Microsoft Azure account using the Microsoft Authenticator app. However, after changing my phone and reinstalling the app, I am no longer receiving any verification codes during the sign-in process, and the codes generated by the app are not being accepted.

I do not have any other sign-in options available to access my account. My phone number and a secondary email address are registered in my email account, but these options do not appear when I try to sign in to Azure.

Best regards.

Answer 1

Hello @Aydın Başar,

Thank you for confirming that your issue is resolved by our Data Protection Support team from the backend. I would like to summarize the steps which you followed to resolve your issue.

For tenant lockout situation, we need to work with Data Protection support team over ticket, and you have created one by calling to below phone numbers.

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

Then support person helped you to resolve your tenant lockout issue caused due to MFA.

Answer 2

If the Microsoft Authenticator app was reinstalled on a new phone without restoring from backup, the MFA registration is lost and the generated codes will no longer be valid.

Because this is a consumer Microsoft account (@hotmail.com) and not a work or school Entra ID account, Azure administrators cannot reset MFA from the Azure portal.

In this situation, the only supported recovery options are:

• Use Microsoft’s account recovery process: https://account.live.com/acsr
• Attempt sign‑in recovery here: https://support.microsoft.com/account-billing

If no alternative verification methods (SMS, email, security keys) are available, Microsoft Support must manually verify account ownership. There is no Azure‑side workaround for this scenario.

For future prevention, Microsoft recommends:

• Enabling Authenticator cloud backup
• Registering at least two MFA methods
• Using a work/school account for administrative Azure access instead of a consumer Microsoft accountIf the Microsoft Authenticator app was reinstalled on a new phone without restoring from backup, the MFA registration is lost and the generated codes will no longer be valid. Because this is a consumer Microsoft account (@hotmail.com) and not a work or school Entra ID account, Azure administrators cannot reset MFA from the Azure portal. In this situation, the only supported recovery options are:
  • Use Microsoft’s account recovery process:
    https://account.live.com/acsr
  • Attempt sign‑in recovery here:
    https://support.microsoft.com/account-billing
  If no alternative verification methods (SMS, email, security keys) are available, Microsoft Support must manually verify account ownership. There is no Azure‑side workaround for this scenario. For future prevention, Microsoft recommends:
  • Enabling Authenticator cloud backup
  • Registering at least two MFA methods
  • Using a work/school account for administrative Azure access instead of a consumer Microsoft account