Microsoft admin account authentication issue

Question

I only have one Admin with all role, and my phone in which I use for authenticator has been lost and I can't sigin into the account, can any one please help me on this issue. there was no backup on the authenticator app

Answer 1

Hi Yednekachew,

Welcome to the Microsoft Q&A forum.

Based on your description, you are the only administrator of the tenant.

In this situation, you will need to contact Microsoft's Data Protection Team through the support hotline.

Please look up the appropriate support hotline for your region and call Microsoft’s frontline support. After that, request them to create a ticket for you through the following link: Customer service phone numbers – Microsoft Support

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

Please note that moderators on the forum 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:

• When calling the support number, you may hear an introduction for about 30 seconds (for example: “You can visit the link…”). → You can skip this and wait until the system presents the available options.
• Then:
  • Press “1” – as 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.

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.

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