Issue Login Admin account on Microsoft 365

Question

Issue Login Admin account on Microsoft 365

Pham Hong, An 0

Dear Team,

I have been trying to log in to my admin account on Microsoft on this link, but the system saying need to do MFA, and direct me to enter code, but when could I get that code?

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3 answers

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Answer 1

Pham Hong, An 0

Hi,

This is the first time I have received a request to set up MFA, which is why I don't have any code to enter.

I am using the Microsoft Authenticator app, but it is not yet connected to this account.

I tried selecting "Sign in another way," but it still kept asking me to enter the code.

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Heimerdinger 90 Reputation points Independent Advisor

2026-08-06T15:20:40.84+00:00
Hi @Raman Kapil,

May I ask that do you have another admin account or is there any other admin in your organization?

If you still have any other admin account I would recommend you contact your account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:   

Sign in to Microsoft Entra admin center with the admin account

Go to Users

Select the affected user account

Open Authentication methods

Revoke sessions

Select Require re‑register MFA

Save the changes    

Revoke MFA sessions and require re-register in the Microsoft Entra admin center 

Please note that I'm also a user so I don’t have access to user accounts and cannot assist with actions such as password resets, login changes, or account recovery.

If you don't have any other admin account in this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.

Therefore, If you are the only administrator in your organization, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

*(Important Note: Depending on your country or region, 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 countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

Answer: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

A: I need one.... Service request?

B: Yes

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.

Alternatively, you can try set up a new trial tenant and submit your support request:

Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.

Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.

Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.

Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.

Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."

Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:

Your administrator account email address for the locked tenant.

The domain name of your locked tenant

Any error messages you are receiving.

Details about the authentication issues you are experiencing.

Confirmation that you are the administrator of the locked tenant.

Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.

When you open a support ticket, please make sure to turn off the Support Assistant (AI) in the help panel.

Several customers have reported issues when the Support Assistant is turned on the system sometimes fails to display the “Contact Support” option.

As shown in the screenshot, simply switch Support Assistant > Off, then type your issue description. Once the AI is off, the “Contact Support” button will appear normally, allowing you to submit a ticket directly.

Important notes:

This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.

Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.

The resolution time might be longer as you are contacting support from a different tenant.

Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" > "Your products."

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.

Answer 2

Hi @Pham Hong, An,

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

I understand that you're unable to sign in to your Microsoft admin account because you're being prompted for Multi-Factor Authentication (MFA) and are unsure where to obtain the verification code.

To help us narrow down the issue and provide the most appropriate solution, could you please confirm the following:

1/ Is this the first time you have been prompted for MFA, or have you successfully received verification codes for this account before?

2/ Which MFA method is configured for the account?

Microsoft Authenticator app

SMS (text message)

Phone call

Another method

If you are using the Microsoft Authenticator app, please check whether the account you're trying to sign in with has already been added and verified in the app. Selecting the account in the Authenticator app should display a one-time passcode (OTP), or you may receive an approval prompt.

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If you are using a different verification method, please let us know which one so that we can provide more specific guidance.

Additionally, if MFA is configured to use a mobile phone number, please try the following:

Select Sign in another way on the verification screen.

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Choose the phone number option and follow the prompts to receive the verification code.

Please share the requested information, and I'll be happy to assist you further.

Thank you again for your time and patience. I look forward to your response.

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Answer 3

If the admin account is prompting for an MFA code and the code cannot be received, use one of these paths:

Select Sign in another way or Other verification options on the sign-in page.
- If another method was already configured, use that method.
- If SMS or voice is used, make sure the phone number is correct in the account settings.
- If using a voice call, respond by pressing # when prompted.
- If using SMS, enter the correct verification code.
If another Global Administrator exists in the tenant, have that admin reset the MFA registration for the affected admin account.
- In Microsoft Entra admin center, go to Users > All Users.
- Select the affected user.
- Go to Authentication Methods.
- Choose Require re-register multifactor authentication.
- On the next sign-in, the account will be prompted to set up Microsoft Authenticator again.
If text messages or voice calls are not arriving, another Global Administrator should also verify that the phone numbers in the user settings are correct.
If repeated sign-in attempts were made, Microsoft Entra multifactor authentication can temporarily block more attempts. Wait and try again later, or use a different MFA method. An IT administrator can review the Microsoft Entra sign-in logs.
If there is no other administrator in the tenant, Microsoft support must be involved to restore access. One documented option is the unauthenticated Microsoft 365 support request form for sign-in issues:
- https://admin.microsoft.com/AdminPortal/Home#/support/unauthenticated
- Choose I can’t sign in to open a support case without signing in.