MFA runs into loop

Question

I have a problem with my admin account on a MS 365 Exchange online environment. There are 2 licenses used for 2 users and a non-licensed account with admin rights to administer licenses and settings.

user 1: [Moderator note: Personally Identifiable Information removed]@omg-a.nl

user 2: [Moderator note: Personally Identifiable Information removed]@omg-a.nl

admin: [Moderator note: Personally Identifiable Information removed]@omg-a.nl

For the admin sign in i always used my phone number for a sms as MFA login. For some reason this is not possible anymore but i never registered this account to a authenticator app. When i try to log in i am forced to use a code regardless if i chose the option 'i cannot us the authenticator app'. See the step by step:

1: logon with password is accepted

2: I choose to go to the admin section

3: Asks for MFA

4: Never registered the auth app, so i have to choose for SMS or Phone-call

5: Error, account not verified. While this was always working.

And no further option available. What to do?!

Answer 1

As your issue description is primarily written in English, I will provide my response in English for your convenience. Please feel free to let me know if you would prefer the information in another language.

Good day Patrick, 

Just to gently clarify before going any further, this forum is separate from Microsoft Support. Forum users, moderators and Microsoft external staff cannot access user accounts or directly escalate cases. For security and privacy reasons, account-specific issues can only be handled by Microsoft's dedicated support teams. 

Since the available SMS and phone call methods return a message indicating that the account couldn't  be verified, the registered phone information may no longer be valid or accessible and the authentication methods need to be re-registered. 

Here are some options you can follow: 

Option 1: Contact your partner or reseller 

If your organization's subscription is managed through a partner or reseller, please contact them and ask them to reset the MFA settings for your admin account in the Microsoft Entra admin center. This is usually the fastest way to regain access. 

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

Option 2: Contact Microsoft Support  

If your partner or reseller cannot reset the MFA settings, 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: Contact Microsoft customer support | Microsoft Support 

When contacting Microsoft, be prepared to verify your subscription ownership by providing details such as your organization name, billing or payment information, registered phone number and alternate email address. 

Once your identity is verified, the privacy team will be able to reset your MFA settings. You can then reset your account in the Microsoft Authenticator app on your new device or choose a different authentication method to sign in. 

Tips for navigating the IVR:  

(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, 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: Business account. 

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 questions or need further support, please don’t hesitate to reach out at any time. 

Thank you for your patience and understanding. 

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