How to recover my admin account from MFA, as it was not signed in anywhere

Question

Hello,

Our organization created a Microsoft 365 tenant and completed/submitted nonprofit verification. The only administrator account is now locked because the mobile phone containing Microsoft Authenticator was damaged.

I am able to enter the administrator email and password, but I cannot complete MFA. There is no alternative authentication method, backup code, or second administrator account. I also cannot access the Microsoft 365 Admin Center to create a support request.

The organization has not yet purchased a Microsoft 365 subscription. My personal Gmail address was registered as the organization’s representative/contact email.

Please help us recover access to the tenant or reset the MFA authentication method for the sole administrator. I can provide organization verification documents and other information required to confirm ownership.

Answer 1

Hello @MukeshAdhikari-2249,

Based on the information you shared, I understand that you are having an issue related to your Microsoft Authenticator app, which is not working as expected and you have no alternative MFA method such as Phone or email. 

Since you are the only user or administrator of the tenant, you will need to contact the Microsoft Support Data Protection team to have your MFA reset. Please locate the appropriate Microsoft support hotline and contact the frontline support team so they can raise a ticket on your behalf: Customer service phone numbers - Microsoft Support     

Please note that this is a user-to-user support forum. Only Data Protection team can help you to revoke the session and reset your password, account, MFA... 

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.  

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:   

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)     

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:       

• 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 direct to the Data Protection Teams.       

Feel free to let me know if there are any updates or if you have further questions regarding this issue. 

Answer 2

I think the step is to open Microsoft’s “can’t sign in” support request in your browser and send the nonprofit’s verification documents so support can check the tenant is urs and reset MFA for the only admin.