MFA Reset for global admin

Question

Hello! I am the administrator and pay the bill for a church nonprofit business account. I recently got a new phone and can't sign into my authenticator app. I have tried to call the AI help desk about a dozen times and every time they hang up on me. There is one other administrator who is locked out and is depending on me to unlock the accounts. What can I do? tag suggestion: Microsoft 365 for business Microsoft authenticator.

Answer 1

Dear @Mike Null,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, you are a global admin for a nonprofit Microsoft 365 tenant, but after getting a new phone you cannot access Microsoft Authenticator, and both admins are now locked out with no success contacting support.

Since your email is a business account and you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact Microsoft Support team via phone service number: Customer service phone numbers - Microsoft Support. 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.   

To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

IVR: What kind of problem are you worried about?

You: Admin account locked

IVR: What kind of product do you use?

You: Office 365 for business

IVR: Does it count for education or business?

You: For Business

IVR: Are you an admin?

You: Yes

IVR: Do you have another administrator in your organization?

You: No

IVR: Need a service request?

You: Yes

This should help you connect with a live support agent who can help you directly.

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
2. Select any plan and click Try for free.    
3. Complete the setup to create a new tenant.    
4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

Please remember fill your contact correctly as number phone and email so the agent can reach out you.

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.  

I hope information above can help you resolve the issue. Please feel free to reach out if you have any other questions.

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