Need help resetting MFA options for Global Admin account

Question

I have lost access to my Microsoft Authenticator app and can no longer sign into my Azure account: [Moderator note: Personally Identifiable Information removed]@***.onmicrosoft.com.

I am the only Global Administrator for this tenant and did not configure a backup phone number or recovery method.

I am completely locked out of the admin portal and need help resetting or disabling MFA to regain access. Please let me know the next steps or how to verify ownership.

Thank you.

Answer 1

Hi @Gary Walding,

I'm really sorry to hear about your situation and I hope the information below helps point you in the right direction.

If you are the only administrator for the tenant and have lost access to your Microsoft Authenticator app with no alternative authentication methods configured, this typically requires assistance from Microsoft's Data Protection team, as they have the tools and verification processes needed to help restore access to administrator accounts.

The best next step is to contact Microsoft Support by phone so the frontline team can raise a case for you and route it to the Data Protection team. You can find the correct phone number for your region here: Contact Microsoft customer support | Microsoft Support

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.

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your phone and set it up from scratch or choose a different authentication method to log in to your account.

I hope you're able to regain access to your account as soon as possible. If you have any additional questions or updates, please feel free to reply and I'll be happy to help where I can.