Lost my phone, cannot log in with MFA anymore

Question

Lost my phone, cannot log in with MFA anymore

Hassan El Mokkadem 0

I lost my phone for MFA registration to my account. And that's the only way to login.
When i call the helpdesk it's a AI-assistent that asks all my information but doesn't do nothing with it.
At the end it say's "I'm gladd to be a help'.

Someone some magic advice.

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Answer 1

JeseminQH 925 Independent Advisor

Hi @Hassan El Mokkadem

I noticed that you submitted your question under the Microsoft 365 for business category. Just to make sure I point you in the right direction could you confirm whether you're signing in with a personal Microsoft account (managed at account.microsoft.com) or a work/school account (managed at myaccount.microsoft.com)? The appropriate recovery steps will depend on the type of account.

In the meantime if this is a work account, try selecting Sign in another way and try any alternative verification method displayed. If none is available, please contact the IT administrator who manages your business email account and ask them to review your registered authentication methods or require you to register MFA again.

They can follow these steps:

Sign in to the entra.microsoft.com as at least Authentication Administrator.
Select User -> All user. Select the user (your account) to act on and select Authentication methods. then select Require re-register of multi-factor authentication.

Require re-register MFA: This disables all previous authentication methods. You'll then be prompted to configure a new MFA authentication method the next time you try to sign in, so you can set up from the start and add a new authenticator app.

User's image

For more details, please refer to: Manage user authentication methods for Microsoft Entra multifactor authentication.

Note: Once re-registration is triggered, all your existing MFA methods such as phone numbers, Authenticator app, or other verification options will be removed. You will need to set up new MFA methods during your next login. Please ensure you have access to a valid phone number or the Microsoft Authenticator app before attempting to sign in again.

Find Your Microsoft 365 Admin: If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin?

If this is a personal Outlook.com or Hotmail account, please feel free to reply and let me know.

Hope to hear back from you soon.

JeseminQH 925 Reputation points Independent Advisor

2026-09-28T05:37:40.44+00:00

Hi @Hassan El Mokkadem,

It has been a while and I am writing to see how things are going with this issue. Have you had a chance to check the replies provided? Any update would be appreciated.
Hassan El Mokkadem 0 Reputation points

2026-09-28T07:52:44.17+00:00

Hi, Thanks for the respons. But i'm the Global admin. I cannot log in to delete the MFA. Everything i want to do it asks for MFA login.

There is no microsoft support in anyway. The phone number i called it's AI and keeps asking questions and then just cut's off the phone.

It's very annoying.
JeseminQH 925 Reputation points Independent Advisor

2026-09-28T09:36:34.0133333+00:00
Hi @Hassan El Mokkadem,

As you are locked out of the Global Administrator account by MFA, you will need assistance directly from the Microsoft Data Protection team. They have the tools and procedures required to verify your identity and help restore access to the administrator account.

As a fellow community user, I can only offer general guidance and basic troubleshooting and I do not have access to account recovery tools, and users in this forum cannot verify your identity, reset MFA, or restore access to your administrator account.

Please try calling Microsoft Support again and follow the IVR steps below to reach the appropriate team.

You can find the appropriate customer service phone numbers at this link: Customer service phone numbers.

(Choose Work account scroll down to Technical support phone numbers and find the Phone number of your country)

Please remember to provide them with your account details and explain the situation. Be ready to provide:

The company name used during subscription

Billing email address (even if it’s a personal Microsoft account)

Payment method details (last 4 digits of the card, billing address)

Any subscription ID or invoice numbers from billing email

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.

To make the process smoother, here’s an example of how to respond when speaking to the automated system (IVR):

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes

These prompts help direct your call to the right support team more quickly, especially when dealing with account lockouts and authentication issues.

If you are still unable to reach a Microsoft support agent, you may consider the following workaround: create a new Microsoft 365 tenant by signing up for a trial subscription through Compare All Microsoft 365 Plans. Follow the guided setup to create a new Microsoft account and tenant.

Please note that this new tenant is only a temporary trial environment. It will not be connected to your original tenant and will not give you access to its users, data, subscriptions, or settings. You will only use the trial tenant to contact Microsoft Support and submit a ticket on behalf of the tenant you cannot access.

After setting up the new tenant, sign in to the Microsoft 365 Admin Center. Follow the instructions in Get support in the Microsoft 365 Admin Center to submit a support request.

In your request, ask to speak with the Data Protection team regarding your previous tenant and provide the following information:

The administrator email address associated with the locked tenant

The domain name of the locked tenant

Any error messages you are receiving

A description of the authentication or sign-in issue

Confirmation that you are an administrator of the locked tenant

Before submitting the request, make sure Support Assistant is turned off. Some customers have reported that the Contact Support option may not appear while Support Assistant is enabled.

As shown in the screenshot, switch Support Assistant to Off, and then enter a description of the issue. The Contact Support button should then appear, allowing you to submit the request.

Important information

The new trial tenant will not provide access to any data, users, settings, or services from the original locked tenant. It is intended only as a temporary way to contact Microsoft Support.

Once access to the original tenant has been restored, remember to cancel the trial subscription to avoid unintended charges. In the Microsoft 365 Admin Center, go to Billing > Your products, select the trial subscription, and follow the available cancellation instructions. Cancel your subscription in the Microsoft 365 admin center

I hope this information is helpful. Please understand that fellow forum users can provide only general guidance and troubleshooting suggestions. I do not have access to Microsoft’s internal systems, account recovery tools, or identity-verification processes, nor do I have the authority to reset authentication methods or restore administrator access. Any further assistance with account recovery must come directly from the appropriate Microsoft Support team.