Locked out of Microsoft 365 Business admin account due to MFA after password reset

Question

Hello,

I am the sole Global Administrator of my Microsoft 365 Business tenant.

Tenant: amiracademy.onmicrosoft.com

Admin account: [Moderator note: Personally Identifiable Information removed]@amiracademy.onmicrosoft.com

I successfully reset my password, but I cannot sign in because Microsoft asks for an Authenticator code. There is no "Sign in another way" option.

I found the original Google Authenticator that was previously used for this account, but Microsoft rejects the generated codes even after checking the phone time and trying multiple codes.

I have already tried contacting Microsoft Support by phone several times, but I cannot get through because the automated phone system does not understand my issue and disconnects the call before I can speak to a support agent.

As I am the only administrator, I cannot reset my own MFA methods.

Microsoft also charged my debit card £77.76 on 21 July 2026 for the subscription, and I urgently need access to manage or cancel it.

What is the official recovery process to regain access and reset MFA for a sole Global Administrator?

Thank you.

Answer 1

Hello @doreid Alhariri

I understand that the Global Administrator is unable to login to the account due to changing MFA device and there is no alternative MFA such as Phone or Email. 

If you can't contact Microsoft Support by phone, you can try creating a new trial tenant using the link below: Microsoft 365 Business Plans and Pricing | Microsoft 365 After you fill out and submit the sign-up form, you'll have access to the Microsoft 365 admin center. 

Once you've gained access, contact the Microsoft support team by following the guidance in the following document to create a support ticket: Get support - Microsoft 365 admin | Microsoft Learn 

When submitting a ticket, be sure to make it clear that the issue is relevant to different tenants and Data Protection Team will first verify your ownership of the account and revoke your MFA once confirmed. After that, you can set up the Microsoft Authenticator app again on your new device. 

Please note that this is a user support forum. Only the data protection team can help you revoke a session and reset passwords, accounts, multi-factor authentication (MFA), and more. 

After the issue is successfully resolved, remember to cancel your trial subscription by following the instructions in the following document: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

If you have any further concern, please feel free to let me know.