lockout azure b2c tenant

Question

we are experiencing the tenant lockout scenario where our Authenticator app is not working for B2C tenant hence cant authencticate our self. What to do?

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Moved from: Microsoft 365 og Office | Annet

Answer 1

Dear @Niklas Ødegaard, 

Thank you for posting your question in the Microsoft Q&A forum.  

As a moderator, I don't have the tools to investigate your specific tenant directly. Because this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. However, I will try my best to guide you as clearly as possible. 

At this stage, your recovery must go through Microsoft’s Data Protection Team. They are the team that has the tools and the authority to verify your tenant, and after that, they will help you reconfigure the MFA for your account.  

Option 1: You might need to contact Data Protection Team via phone service number via this link: 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. The biggest goal is to get past the IVR (automated system) to a live agent and emphasize this critically important security factor. Please help me try this script as below, speak loudly, only keywords, clearly, and patiently waiting for the machine to respond. First, when you call the hotline, they will ask you what kind of problem you are struggling with.  

Answer: Authenticator.  
A: What products do you use?  
B: Office 365 for business.  
Verification: Education or company account?  
B: For companies  
A: Are you an administrator?  
B: Yes.  
A: Are there any other administrators in your organization?  
B: No.  
A: I need one.... Service request?  
B: Yes  

Option 2: Create a new tenant with trial subscription to access and submit a ticket in Admin Center. 

If you still can't get through to a real person for help, help me try this: 

Register for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary Global Admin account so you can log in to the Microsoft Admin Center. Once you're in, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.   

How to Submit the Support Ticket in Admin Center: Get support - Microsoft 365 admin | Microsoft Learn 

After they assist you with reconfiguring your MFA, you will log back into your account and set up MFA on your phone from scratch. 

I am standing by to assist with any information. If you have any questions or require further clarification, do not hesitate to reach out. 

Looking forward to your response!  

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