Microsoft admin login issue

Question

I am the owner and Global Administrator of Microsoft 365 for [Moderator note: personal info removed].com. My only admin account is [Moderator note: personal info removed].com. I am locked out with Error 500121 because Microsoft Authenticator is not working. I need my MFA/Security Info reset

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

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Hi Chaluvaraj Gounder

Please note that we're not Microsoft Support; this is a user-to-user community forum. Moderators here do not have access to Microsoft's internal systems or the ability to escalate cases directly to Microsoft's internal teams. Our role is limited to providing technical guidance and sharing best-practice recommendations based on reported issues, requests, and scenarios. 

Since you are the only Global Administrator and are completely locked out of your tenant, only Microsoft Support can assist you with this MFA issue. You can try the following two options to contact them: 

1.Contact Microsoft Support by phone: Customer service phone numbers - Microsoft Support

When a call is made to support, the first step is to provide an automated voice response from AI. You won't be able to speak to a support representative if you don't respond appropriately here.   

Here's an example of a response that actually led to a support representative. Please refer to it: 

 Q. Can you tell me if you are calling as a home user who uses a product or service at home or a business user who uses it in your business to provide the best assistance? 
A.I am a business user. 
Q. Thank you. Can you give me the details of your inquiry? 
A. Login technical support. 
Q. First of all, can you tell me which products you are inquiring about today? 
A. Microsoft 365 business Standard。 
Q. Please wait a moment, I understand Microsoft 365. Are you calling about a new case or an existing one? 
A. New. 
Q. To receive phone support, your phone number must be associated with your Microsoft 365 admin profile. To do this, go to aka.ms/m365profile. Again, it aka.ms/m365profile . This can take 48 hours. In the meantime, you can go to aka.ms/m365profile and file a case online. If you prefer, you can also text the link to the phone number you are calling. What do you think? 
A. The phone number is already linked to the link. 
Q. Can you tell me about the products in your inquiry? 
A. Microsoft 365 Business Standard. 
Q. Are you a Global Administrator? 
A. That's right. 
Q. I'm sorry. I didn't understand. Are you a global administrator for your domain? 
A. Yes, I am a global administrator for the domain. 
Q. If you have any inquiries, you can contact a Microsoft representative. Are you sure? 
A. Yes. Please. 
Q. Yes, I understand. Please wait a moment.

Once connected, the support agent can create a support ticket for your affected tenant and, if necessary, transfer it to the Data Protection team, who can assist with restoring access to your tenant. 

Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days. I know that this is not a convenient solution to hear but it seems to be the only way, and it's recommended that you should have a secondary/backup Global Administrator to fix this issue on your own.      

2.If you are unable to reach the appropriate support team by phone, you can consider directly submitting a support request as a helpful workaround:      

-Create a temporary Microsoft 365 tenant using a trial license: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license.    

-Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of the affected tenant.

Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request, as your original global administrator account is locked out due to issues with multi-factor authentication. The trial account is free for one month. Be sure to delete it after submitting your support request to avoid any automatic renewals or charges from Microsoft.      

For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn.   

I hope this information helps.

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