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Why won't Microsoft help me get back into my enterprise tenant?

Anonymous
2022-02-11T17:32:53.573+00:00

I've been sending emails since 08/2021

My case number is 2102270040000204, TrackingID #2102270040000204

Microsoft Authenticator said it was backed up to iCloud, we verified this twice and then performed a backup and restore. Microsoft Authenticator did not backup or restore properly and ALL TOKENS WERE LOST, including the ones we use to access our enterprise tenant. I've sent email after email after email and YOU REFUSE TO RESPOND.

Now that we've been waiting for 6 months and had to put this on your forums, will you please help us fix it?

Microsoft Authenticator
Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
5,687 questions
Microsoft Entra ID
Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
19,900 questions

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  1. James Hamil 22,431 Reputation points Microsoft Employee
    2022-02-12T01:28:28.08+00:00

    Since you’re part of an Enterprise tenant, there should be more than one Global Admin that can reset your Authentication methods. Or any users in general, even secondary accounts you might have (it doesn't have to be a GA), all they need to do is add a current Email address or phone number to your user's Authentication methods. If you don’t have any other users in your tenant, you can try removing the Authenticator app from the MyApps portal, since you should be able to authenticate via Text Message, or even email. If you have other users you can just authenticate via text when they change your number.
    You can also try using SSPR if it's enabled, but if not you’ll have to talk to the Azure Data Protection team 866-807-5850.

    173715-s1.png
    If you select "I don't have any of these" the sign-in prompt takes you through recovery steps and asks for

    • Recovery Codes
    • It'll let you update your Security Info with an email or phone, which will unblock your MyApps account in 30 days

    173733-s2.png
    Once the MyApps account is unblocked after the 30 day period, you can just remove the Authenticator app/Re-add it, and you can add you email to prevent this from happening again.

    Please let me know if this works.

    If this answer helped you please mark it as "Verified" so other users may reference it.

    Thank you,
    James

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