Unable to get code from Authenitcator

Question

Last year we brought pvtechs.in domain into M365 account and I made my self as admin. Everything was working fine and I was able to access admin portal where I added few more user to M365 account. My team & Outlook was also working fine.

Last day my laptop OS got corrupted and I reinstalled id. After installation of teams & Outlook it is asking for login & authentication. When I give my password it shows below screen. I am not receiving any code on my mobile. I checked my old phone as well. I am not getting any other option except authenticator. I need to add new members to M365 account but I am not able to login into admin portal as well.

I tried calling some office support number but its AI support and AI not even understanding my issue. Please guid me how i can reset multi factor authentication or reset it

Answer 1

Hi Deepak,

Welcome to the Microsoft Q&A forum.

Based on your description, you are unable to sign in to your administrator account because you are not receiving the verification code. In addition, you have already contacted the support hotline but have not received effective assistance.

In this situation, the only available option is to contact Microsoft's Data Protection team through the support hotline. To make the call more effective, please follow the guidance below:

1. When you call the support number, you may hear an automated introduction for approximately 30 seconds (for example, "You can visit the link..."). You can simply wait for this message to finish and proceed to the support options.
2. Then:
   • Press 1 for Business Email User.
     • Press 1 again for Technical Support.

In some regions, the initial intake process may be fully automated. Below are some sample responses you can prepare in advance:

• 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 directly to the Data Protection Team.

During the support process, you may be asked to provide information related to your subscription, such as:

• Company name
• Billing information
• Contact phone number
• Alternate email address

This information will help the Data Protection team verify your identity and securely assist you in regaining access to your tenant.

I hope this information is helpful. Please follow these steps and let me know if it works for you. If not, we can work together to resolve this.   

Thank you for your patience and your understanding. If you have any questions or need further assistance, please feel free to share them in the comments on this post so I can continue to support you.

I look forward to continuing the conversation.

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If the answer is helpful, please click "Yes". 

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