I cannot log into my microsoft admin centre using the correct password, mobile phone number etc

Question

I am getting the following error code:

Correlation ID: [Moderator note: Personally Identifiable Information removed]

Timestamp: 2026-09-15T08:40:47Z

I disabled 2FA to move it to a new phone and now it is not possible to get in at all. Please Help!

Answer 1

Dear @Denise Minnock,

Please understand that this forum is a public platform, and moderators will modify your question to cover your personal information in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data. 

Based on your description, it sounds like the issue is related to the authentication methods associated with your account after MFA was disabled and moved to a new device.

If this account is the only Global Administrator in the tenant and you no longer have access to the registered authentication methods, self-service recovery may not be possible. In that case, you will need to contact Microsoft Support for account recovery assistance and tenant ownership validation. You can contact them via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.   

To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

IVR: What kind of problem are you worried about?

You: Admin account locked

IVR: What kind of product do you use?

You: Office 365 for business

IVR: Does it count for education or business?

You: For Business

IVR: Are you an admin?

You: Yes

IVR: Do you have another administrator in your organization?

You: No

IVR: Need a service request?

You: Yes

This should help you connect with a live support agent who can help you directly.

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
2. Select any plan and click Try for free.    
3. Complete the setup to create a new tenant.    
4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.

I understand that this issue may take some time to resolve and could impact your workflow. However, the following solutions have been effective in resolving Microsoft Authenticator issues.

If you have any other questions, please feel free to reach out.

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