reset mfa microsft admin account

Question

Dear Microsoft Support Team,

My company uses Microsoft services with the administrator account address .onmicrosoft.com.

I have now lost my MFA. I need assistance setting up a new MFA. What information do I need to provide to receive support for reset the MFA?

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.

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Hi @NGUYEN TRUNG CHI HIEU

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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Answer 2

To reset multifactor authentication (MFA) for an administrator account like ******@encongruppe.onmicrosoft.com, direct self-service reset is not possible if locked out of all MFA methods. Another administrator or Microsoft Support (Data Protection team) must assist.

Steps and information typically required:

1. If there is another Global/Authentication Administrator in the tenant
   Ask that admin to:
   1. Sign in to the Microsoft Entra admin center as at least an Authentication Administrator.
   2. Go to Entra ID → Users → select the affected admin account.
   3. Open Authentication methods.
   4. Select Require re-register MFA.
      After this, the next sign-in will prompt to set up MFA again (e.g., Microsoft Authenticator, phone number).
   The admin performing this action does not need extra information from you beyond confirming your identity internally (per your company’s policy).
2. If you are the only Global Admin and are locked out
   In this case, Microsoft’s Data Protection team must verify identity and reset MFA from their side. To get help:
   1. Call Microsoft using the official Customer service phone numbers listed in the documentation: Customer service phone numbers - Microsoft Support.
   2. When connected, clearly state that:
      • This is a business / company Microsoft 365 or Entra ID tenant.
      • The account ******@encongruppe.onmicrosoft.com is the only Global Administrator.
      • MFA is lost and access to the admin portal is blocked.
      • A Data Protection team case is needed to reset MFA for the tenant admin.
   3. Be prepared to provide:
      • The full tenant admin UPN (e.g., ******@encongruppe.onmicrosoft.com).
      • Tenant/company name and address.
      • Subscription details (e.g., Microsoft 365 Business/Enterprise plan).
      • Business verification documents if requested (company registration, billing info, etc.).
   The frontline support agent will open a ticket and route it to the Data Protection team, who will then contact you (phone or email) and guide you through identity verification and MFA reset.
3. If there is an internal admin but you are an end user
   If this admin account is not the only Global Admin, contact another Global/Authentication Admin in your organization and ask them to perform Require re-register MFA for your account as described in step 1.

After MFA is reset and access is restored, configure multiple MFA methods (e.g., Microsoft Authenticator plus phone) to avoid future lockouts. Admins can also manage authentication methods centrally as needed.

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References:

• Manage user authentication methods for Microsoft Entra multifactor authentication
• Frequently asked questions about Microsoft Entra 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
• Common problems with two-step verification for a work or school account
• I need to reset my mfa methods - 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
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Microsoft Authenticator app doesn't show 6-digit OTP code - Microsoft Q&A