I cannot access my Azure AD Account

Question

I am the ADMIN and I cannot access my Azure AD Account. It’s asking for a code from an Authorization App I no longer have.

Answer 1

Hi David,

Based on what you've described, the next steps will depend on whether there are other administrators in your organization who can access the tenant.

• If another administrator is available, I'd recommend contacting them and asking if they can reset the MFA settings for the affected account through the Microsoft Entra admin center. This is usually the quickest way to regain access.

For reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

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• If you're the only administrator and you've been locked out of the account, you'll need to contact Microsoft's Data Protection team for assistance. They are the only team authorized to help recover access in situations involving the sole administrator account.

You can find Microsoft's support numbers here:

Customer service phone numbers: Contact Microsoft customer support | Microsoft Support (Work account tab)

When contacting Microsoft, be prepared to verify ownership of the subscription. You may be asked for information such as:

• Organization name
• Billing or payment information
• Registered phone number
• Alternate email address

In some countries, an automated voice system is used. Example of a dialogue:

IVR: What problem is bothering you?

Client: Lost access to the only admin account

IVR: What product do you use?

Customer: Office 365 for business

IVR: School or Business Account?

Client: Companies

IVR: Are you an administrator?

Client: Yes

IVR: Is there another administrator in your organization?

Client: No. I am the only admin in my tenant

IVR: Do you need to create a support ticket?

Client: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

I hope this helps point you in the right direction. If you have any updates or additional questions, feel free to reply back.