My work account got logged out

Question

I lost the password to my work account. I managed to recover it, but now it's asking for verification through the Autenticator app. When I open the app and try to get the code, it says it can't generate it because my Android version is lower than 15. But just last month, I was able to log in using this same device. Now I can't access my account because I can't get the code, and I also can't switch to another device to make it easier. Just to note, this an admin account, and I urgently need to recover access because all my work files are saved there and they are all important.

Answer 1

I would like to first clarify that this is a user-to-user support forum, and we are not Microsoft support. Moderators here do not have backend access and cannot directly intervene in Microsoft products or perform escalations. We can only provide technical guidance and best-practice recommendations based on reported issues.

Hi @Dutta, Amisha

Since your account is part of an organization, please contact another Global Administrator to request a Multi-Factor Authentication (MFA) reset. Please follow the steps outlined in the following Microsoft Learn article: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn  

If you are the only Global Administrator and you are completely locked out from the tenant. Please visit the following page and reach out to phone number via: Customer service phone numbers - Microsoft Support

From what I know, you will need to get past the initial AI system to reach the live support team. You can refer to the guide below for tips on how to get through more easily:

If this method is not working, please follow this link to create a trial tenant: https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-business-basic?msockid=3eb6980b5c6860e63a588d0c5d1761d6 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.     

Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to. The support team will help you to create ticket on the affected tenant then later on the Microsoft Data Protection team will assist you.

Note: This process will take more time than usual (7-14 working days) for your account to get access again as Data Protection is always overwhelmed with the number of tickets. As I am forum moderator, I do not have access to Microsoft internal system to assist or push this process to be quicker.

On the other hand, if you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges. 

I hope my information is helpful. Please give me any updates once you get this resolved.

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