i can get my authentication request

Question

please help to reset the 2 factor authentication, i can not even login to the admin center it appear the same message

Answer 1

Please understand that, as forum moderators and community members, we don’t have the tools or access required to make changes to user accounts. This includes signing in on your behalf, resetting MFA, changing passwords, or modifying access rights. For security reasons, only Microsoft Support can assist with requests like this.

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Dear @Ernesto Dasa Sanchez,

I hope you’re having a good day.

Thank you for reaching out and for explaining the situation in detail. I understand that you are a Global Administrator, but you are currently blocked by two‑factor authentication and cannot sign in to the Microsoft 365 admin center, as you keep seeing the same MFA prompt.

If your organization has another Global Administrator, that admin can sign in to the Microsoft 365 admin center and reset the MFA settings for your admin account. This is the fastest and simplest solution when another admin is available.
Your administrator can follow the guidance in the following article: Manage authentication methods for Microsoft Entra multi-factor authentication

However, if you are the only Global Administrator and there are no other admin accounts in the tenant, then you’ll need to contact Microsoft’s Data Protection team. This team is authorized to handle tenant‑level recovery scenarios and follows strict security procedures to verify that you are the legitimate owner or authorized administrator of the tenant. Once your identity is verified, they can reset your MFA settings from their side.

To reach Microsoft Support, you can start by calling the appropriate customer service number for your region here: Customer service phone numbers - Microsoft Support   

(Depending on your country or region, when you call the support number you may hear an automated introduction lasting around 30 seconds (for example, suggesting you visit a website). You can ignore this introduction and wait for the menu options. When prompted, select “1” for a business or work account, and then “1” again for technical support.)

In some regions, you may initially interact with an automated system. Based on experience, answering along these lines usually helps you reach the right team faster:

• 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 call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

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If you’re unable to open a support ticket because you cannot access your admin center at all, there is an alternative approach. You can create a temporary Microsoft 365 trial tenant using this link: 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.  

I hope this information helps clarify the correct path forward. Please feel free to share an update once you’re able to connect with Microsoft Support, and I’ll be happy to help interpret any next steps if needed.

Warm regards, 

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Answer 2

Because the authentication request cannot be completed and sign-in to the admin center is blocked, the two-factor authentication (MFA) settings must be reset by an administrator or by Microsoft support, depending on the situation.

Use the path that matches the role and account type:

1. If this is a work or school (Entra ID / Microsoft 365) account and there is another admin
   • Ask another Global/Authentication Administrator in the tenant to reset MFA:
     1. Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.
     2. Go to Entra ID > Users > All users.
     3. Select the affected user account.
     4. Open Authentication methods.
     5. Select Require re-register MFA.
   • After this, the next sign-in will prompt to set up MFA again (Authenticator, phone, etc.).
2. If this is a work or school account and there is no other admin (you are the only admin)
   • This must be handled by Microsoft’s Data Protection / Support team:
     1. Call the appropriate Customer service phone numbers - Microsoft Support.
     2. When prompted, clearly state that this is an Authenticator / MFA problem for Office 365 or Microsoft 365 for business, that this is a company account, and that you are the only administrator and are locked out.
     3. Ask to create a service request and be routed to the Data Protection team to reset the authentication methods for the tenant admin account.
   • If the subscription was purchased through a partner/reseller, contact the reseller and ask them to open a service request with Microsoft on your behalf.
3. If this is a personal Microsoft account (not work/school)
   • If the password is known but security info (MFA methods) is lost:
     1. Start sign-in to the account.
     2. At the Verify your identity prompt, select I don't have any of these.
     3. Follow the steps to replace the security info.
     4. After replacement, sign-in may be restricted for up to 30 days while the new security info is validated. During this period, if the old security info is recovered and used, the pending change is canceled.
   • If the password is not known and no security info is available, submit the account recovery form as described in Help with the Microsoft account recovery form.
4. If repeated MFA attempts are failing with generic errors
   • Microsoft Entra MFA may temporarily block sign-in after multiple failed attempts. In that case:
     • Wait and try again later, or
     • Use a different registered MFA method (for example, SMS instead of Authenticator) if one is available.
   • If malicious activity is suspected, an IT admin should review the Microsoft Entra sign-in logs.

If none of the above paths are available (no other admin, cannot reach support, and no recovery options), direct assistance from Microsoft support (Data Protection team) is required; forum moderators and tools cannot override MFA or account security.

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References:

• Common problems with two-step verification for a work or school account
• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• Manage user authentication methods for Microsoft Entra multifactor authentication
• Troubleshoot sign-in issues and account access problems
• "Account verification system is having trouble" error message when you try to sign in by using a work or school account
• I need to reset my mfa methods - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - 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
• Reset Personal Azure MFA - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A