Microsoft 365 Business Support, Global Administrator locked out, MFA authentication loop, Need MFA reset

Question

Microsoft 365 Business Support, Global Administrator locked out, MFA authentication loop, Need MFA reset

Hi,

I am using this temporary account to get support for my Business account:

"I am the only Global Administrator of my Microsoft 365 Business Standard tenant. I am locked out because Microsoft Authenticator is stuck in an authentication loop. I am using the same phone, but the Authenticator registration appears to be corrupted. I need my MFA methods reset after identity verification.”

Thank you in advance,

[Moderator note: Personally Identifiable Information removed]

Answer 1

Hi Philippe,

Welcome to the Microsoft Q&A forum.

To reset MFA for your account, you will need to contact Microsoft’s Data Protection Team for assistance.

Please look up the appropriate support hotline for your region and contact Microsoft Frontline Support. Then, request that they create a support ticket for you using the following resource: Customer Service Phone Numbers - Microsoft Support.

In this situation, Microsoft’s Data Protection Team is the only team with the specialized tools and procedures required to verify your identity and securely restore access to your administrator account.

Please note that forum moderators do not have the authority to directly intervene in user accounts, especially for issues related to:

• Account sign-in
• Password resets
• MFA authentication
• Changing or restoring access permissions

Tips for Navigating the IVR System (Automated Phone Support)

To help you navigate the IVR system more effectively, please refer to the guidance below:

1. When calling the support number, you may hear an introductory message lasting about 30 seconds (for example, “You can visit the link…”). You can skip this part and wait until the system presents the available options.
2. Then:
   • Press 1 to indicate that you are a business email user.
     • Press 1 again to select Technical Support.

In some regions, the initial interaction may be fully automated. Below is a sample dialogue 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 call, you may be asked to provide subscription-related information such as:

• Company name
• Billing information
• Phone number
• Alternate email address

This information helps the Data Protection Team verify your identity and securely assist with restoring access to your account.

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.

---

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

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.