Damaged / lost MFA device

Question

Can I request a call back from an agent to assist me?

Answer 1

Yes. A call back from an agent can be requested by contacting Microsoft Support via the regional customer service phone numbers and asking to be connected to the appropriate team (for MFA/Auth­enticator issues, this is typically the Data Protection team for work or school accounts).

When calling, clearly state that access to the account is blocked due to a lost or damaged MFA device and that assistance is needed to reset or clear MFA settings. The frontline agent can then create a service request and arrange further contact (including call back) from the right support team.

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References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A
• Common problems with two-step verification for a work or school account
• Use a screen reader to set up and troubleshoot multifactor authentication
• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• Troubleshoot unrequested verification codes