removing the Microsoft Authenticator (MFA)

Question

We request your assistance in removing the Microsoft Authenticator (MFA) configuration for the below-mentioned email ID:

Email ID: [Moderator note: personal info removed] @hightecnetwork.onmicrosoft.com

We have been facing this issue for the past 2 months and have been unable to resolve it. During login, the Global Admin account prompts for an authenticator code. However, when attempting to remove or reconfigure the authenticator, it again asks for the same code.

Currently, no authenticator app is configured or accessible for this account, resulting in a continuous login loop.

We request you to kindly reset or remove the MFA configuration from the backend so we can regain access to the account.

Please treat this as a priority and assist us at the earliest.

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 @Prashant Landge,

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

For a global admin account that is stuck in an MFA loop with no working Microsoft Authenticator app and no alternative MFA method, the reset cannot be done directly by self-service; it must be handled by an administrator with access, or by Microsoft’s Data Protection team through a support case.

Use the following options based on the situation:

1. If there is another global admin in the tenant

• Have that other global admin sign in to the Microsoft Entra admin center (https://entra.microsoft.com).
• Go to Users → All users → select the affected account.
• Open Authentication methods.
• Select Require re-register multifactor authentication to force a fresh MFA setup on next sign-in.
  • After this, sign in with the affected account; it will prompt to set up Microsoft Authenticator again and break the loop.

2. If there is no other global admin (only one global admin, which is locked out) In this case, the tenant is effectively locked out and the only supported path is via Microsoft support and the Data Protection team.

Follow this approach:

• Call Microsoft global customer service using the phone numbers listed in Customer service phone numbers - Microsoft Support.
• When connected to the IVR/agent, clearly state:
  • The issue is loss of access to the only global admin due to Microsoft Authenticator MFA.
  • There is no other administrator in the tenant.
  • A Data Protection team case is needed to reset the MFA/authentication methods for the global admin.
• Example flow (as described in similar resolved cases):
  • When asked what the problem is: say “Authenticator”.
  • Product: “Office 365 for business”.
  • Account type: “Company account”.
  • Are you an administrator? “Yes.”
  • Any other admins? “No.”
  • Do you need a service request? “Yes, I need a ticket with the Data Protection team to reset MFA for the tenant admin.”
• The Data Protection team will verify identity and ownership (business documentation, contact details, etc.) and then reset the MFA configuration from the backend so that the global admin can sign in again and reconfigure MFA.

3. If the affected account is not the only admin If there are other admins but they also cannot access because of the same issue, any admin who can still sign in with another method (for example, SMS, phone call, or another MFA app) should:

• Sign in to the Microsoft Entra admin center.
• For each locked-out admin, go to Users → [user] → Authentication methods.
• Select Require re-register multifactor authentication.

If no admin can sign in at all, revert to option 2 and request Data Protection team assistance.

Note:

• Forum moderators and documentation authors cannot directly reset MFA or access accounts; only tenant admins with access or Microsoft support/Data Protection can perform the backend reset.
• Once access is restored, configure at least one backup MFA method (phone call, SMS, or a second device) and consider having at least two global admins to avoid future tenant lockout.

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References:

• Common problems with two-step verification for a work or school account
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A