Authenticator not working

Question

Am going in circles - the phone number does not work for business technical solutions.
I can't login to the admin side of my domain and apparently its not recognised. My authenticator doesnt work and the recovery email is an email that I cannot access.

I'd like to close my account and cancel my subscription but can't do that because I can't login!

Someone get back to me please!

Answer 1

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. 

 

Hello @Patricia Gomez,

Thank you for reaching out.

Could you please help me confirm whether there is another active Global Administrator in your organization? If there is, they can revoke and require re-registration of Multi-Factor Authentication (MFA) settings for your account by following these steps: 

• Signing in to the Microsoft Entra Admin Center
• Navigating to Users > Your Account > Authentication methods  
• Selecting Require re-register MFA  

Once this is completed, you will be prompted to set up MFA again during your next login 

 

If you are the only admin: 

You will need to contact Microsoft’s Data Protection team. This team has the authority and the specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support    

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

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account. 

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If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

Important notes:     

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.  

  

Warm regards, 

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Answer 2

The only way I spoke to a human and had this resolve, was to request a call back from the sales team that forwarded me onto the relevant department. UK phone numbers are automated and do not help if they cannot determine the business domain. In my case - automation could not pick up my company name and kept defaulting to - I cannot assist at this time...

Answer 3

To close the account and cancel the subscription when sign-in and all recovery methods (Authenticator, phone, recovery email) fail, the only supported path is to work with Microsoft support and the Data Protection team, because only they can verify identity and reset or revoke MFA for a locked business tenant.

Follow these steps:

1. Try any alternative sign-in/MFA method first
   If there is any other method configured (another phone, email, or security info):
   • Go to the sign-in page and choose “I don’t have a code” or similar options to see if another method is offered.
   • If a working method exists, sign in and update security info (phone, email, Authenticator) from the Security info page or via the Microsoft Entra / Microsoft 365 admin center, then manage/cancel the subscription normally.
2. If no MFA method works and you cannot sign in at all
   Because this is a business subscription and the admin account is locked, the tenant’s admin access must be recovered before the subscription can be cancelled. Use one of these supported routes: A. Call Microsoft support and ask for the Data Protection team
   • Use the regional Customer service phone numbers listed in the documentation.
   • When the IVR/bot asks what the problem is, clearly state variations of:
     • Problem: “Authenticator” or “Lost account”
     • Product: “Office 365 for business”
     • Account type: “Company account”
     • Role: “I am the administrator”
     • Other admins: “No, I am the only admin”
     • Request: “Yes, I need a service request; please route me to the Data Protection team to recover my tenant admin account.”
   • Explain that:
     • The admin account cannot pass MFA (Authenticator not working, phone and recovery email inaccessible).
     • The domain/admin portal is not recognized when trying self-service.
     • The goal is to regain admin access so the subscription can be cancelled and the account/tenant closed.
   Data Protection will guide through identity verification and, if successful, can reset MFA or otherwise restore access to the admin account. B. If the hotline path keeps failing, create a temporary trial tenant to open a ticket
   If it is impossible to reach a live agent or create a ticket from the locked tenant:
   1. Sign up for a trial Microsoft 365 tenant using the public trial link from the documentation (e.g., Microsoft 365 Business/Enterprise trial).
   2. After the trial tenant is created, go to the Microsoft 365 Admin Center for that new tenant.
   3. In the admin center, open Support → Help & support and create a service request.
   4. In the ticket, clearly state that:
      • This trial tenant is only being used to contact support.
      • There is a different, existing Microsoft 365 business tenant where the admin is locked out due to MFA/Authenticator and unreachable recovery email.
      • Provide the locked tenant’s domain and admin UPN, and request escalation to the Data Protection team to recover that original tenant so it can be closed and the subscription cancelled.
   5. After the original tenant issue is resolved and the subscription is cancelled, cancel the trial subscription in the new tenant’s admin center to avoid charges.
3. If there is another global admin in the tenant
   If any other global admin exists (even if not obvious initially), that admin can:
   • Sign in to Microsoft Entra Admin Center (https://entra.microsoft.com).
   • Go to Users → All users → [locked admin] → Authentication methods.
   • Use “Require re-register multifactor authentication” to reset MFA for the locked admin.
   • After MFA is re-registered and access is restored, sign in to the Microsoft 365 admin center and cancel the subscription/close the account.

Without successful identity verification and admin recovery, Microsoft cannot close or modify a business tenant for security reasons. The Data Protection route (via phone or a trial-tenant support ticket) is the supported way to regain control so the subscription can then be cancelled.

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References:

• Common problems with two-step verification for a work or school account
• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - 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