MFA Resete

Question

I am the only Global Administrator of our Microsoft 365 tenant. My Microsoft Authenticator app was deleted and I cannot complete MFA. There is no other admin account. I request MFA reset after ownership verification.

Answer 1

Hi @Açıkgöz, 

Thank you for posting your question in the Microsoft Q&A forum. If you are currently unable to authenticate and there are no other administrators who can assist with resetting MFA or restoring access, the next required step is to involve Microsoft’s Data Protection team. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: 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 associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.   

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. 

Important notes:  

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support. 
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. 
• The resolution time might be longer as you are contacting support from a different tenant. 
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. 

I hope these steps will be helpful for you in regaining access to your admin account. Even though I can’t intervene directly, guiding you to the right support team is the most effective assistance I can provide within my scope. 

If you have any updates or further questions**, please feel free to reply here**, I’ll do my best to support you however I can. 

Thank you for your understanding! 

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