I lost access to Microsoft Authenticator.

Question

I lost access to Microsoft Authenticator.

This is the only Global Admin account in the tenant.

I cannot sign in and need tenant admin account recovery.

I lost access to Microsoft Authenticator.

This is the only Global Admin account in the tenant.

I cannot sign in and need tenant admin account recovery.

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Moved to: Microsoft 365 and Office | Microsoft 365 Defender | Other | Windows

Answer 1

Hi @Tunc SORGUT | Cargo Pase, 

Thank you for posting your question in the Microsoft Q&A forum. I’m sorry to hear you are locked out of your admin account due to lost access to the Microsoft Authenticator app. Since you are the only administrator and cannot authenticate, you have to contact Microsoft Support directly by phone: Customer service phone numbers - Microsoft Support  

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts. 

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc 

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(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 regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:     

• What kind of problem are you experiencing?        
• Answer: Authenticator        
• What products do you use?        
• Answer: Office 365 for business        
• Is this for an education or company account?        
• Answer: For companies        
• Are you an administrator?        
• Answer: Yes        
• Are there any other administrators in your organization?        
• Answer: No. I am the only admin in my tenant         
• Do you need a... Service request?         
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.     

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication. 

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If you're still unable to get through to support, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365  

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.  

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

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Even though I can’t intervene directly, guiding you to the right support channel is the most effective help I can provide within my scope. I hope this information helps you take the right steps to regain access to your account. If you have any updates or additional details, please feel free to leave a comment under this post. 

Thank for your time! 

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