I cannot log into my microsoft365 for businesS account and authenticator not working

Elliot Costello 0 Reputation points
2026-10-07T03:51:48.4833333+00:00

This is what i posted on August 25 - the sis now been going on for month and i am a wits end - i need to speak to human for 5 minutes to resolve.

I recently bought a new iphone air and macbook air. I tried to transfer via time machine my old macbook configuration and software. Everything works except microsoft products. I hand spent over 7 hours now trying to fix and over 10 calls to the stupid local number which keeps telling me to use online services (which dont work). Do get urgent client work out today i had to purchase a new microsoft365 subscription (personnal) even though i have a paid up microsoft365 for business.

So i have 2 issues:

  1. A microsoft365 for business software i cant use as i cant get past the requirement to enter authenticator code from my phone
  2. The authenticator app on my phone is asking for authenticator code which i cant give because i cant log into it ! i am stuck in a endless loop with no way to deal with human which would take 5 minutes to resolve.

I tried to reset authenticator via online portal, however this doesnt work if you have 2FA.

So i am left with:

  1. No way to log into authenticator
  2. No way to log into microsoft365 for business account
  3. No way to access my miscrosoft for business software
  4. No way for ANY online portals/self help/forms to work
  5. No way to speak with a human to resolve
  6. Having to pay for new software even though i have already paid 7 weeks

I received the following responseKien

895 • Independent Advisor

Aug 25, 2026 at 1:08 PM

Dear @Elliot Costello,

Please note that since your account is belonged to an organization, none of moderators or forum users could help you with this while your account are belonged to an organization to do this action. Since you are the only Global Admin, kindly follow these steps:

Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support .

The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

YAML

Answer: Authenticator.

A: What products do you use?

B: Office 365 for business.

Verification: Education or corporate account?

B: For companies A: Are you an administrator?

B: Yes.

A: Are there other administrators in your organization? B: No.

A: I need one.... Service request?

B: Yes

＝

Copy

During the call, you must provide information related to the subscription, such as your company name, billing history, phone number, and alternate email address. This information helps data protection teams verify identities and securely regain access to administrator accounts.

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

If you still can't get in touch with a real person for help, help me try the following:

Sign up 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 tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

I hope the information shared helps point you in the right direction.

Update: i am now in a IVR loop, the system sent me a reset link AKA.MS/PWR which doesn't help and now when i call the IVR it directs me to that and hangs up on me.

CLARIFICAITON

Whilst i have a work account, it is my company, i am the sole director/shareholder/IT support etc, I am a self employed. All i need other do is get my Office 365 from my old company account ending in .....Aust.onmicrosoft.com for my new company account.

I paid for a new business subscription in June and now had to get another subscription, so i am paying twice.

SOMEONE PLEASE HELP ME WITH WHAT SHOULD BE A SIMPLE PROBLEM TO RESOLVE !

Microsoft 365 and Office | Subscription, account, billing | For business | MacOS

1 answer

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  1. Teddie Dang 1,460 Reputation points Independent Advisor
    2026-10-07T04:26:25.93+00:00

    Hi @Elliot Costello

    Just a quick note that this forum is a peer-to-peer community, so while members can share advice and experiences, it doesn’t offer phone or live support. 

    Since the phone support route is continuing to direct you to self-service options that you cannot use because your Global Administrator account is locked behind MFA, you could try the following script when calling again. This is a community-shared example that may help route the call to a support representative:

    Q. Can you tell me if you are calling as a home user who uses a product or service at home or a business user who uses it in your business to provide the best assistance? 
A.I am a business user. 
Q. Thank you. Can you give me the details of your inquiry? 
A. Login technical support. 
Q. First of all, can you tell me which products you are inquiring about today? 
A. Microsoft 365 business Standard。 
Q. Please wait a moment, I understand Microsoft 365. Are you calling about a new case or an existing one? 
A. New. 
Q. To receive phone support, your phone number must be associated with your Microsoft 365 admin profile. To do this, go to aka.ms/m365profile. Again, it aka.ms/m365profile . This can take 48 hours. In the meantime, you can go to aka.ms/m365profile and file a case online. If you prefer, you can also text the link to the phone number you are calling. What do you think? 
A. The phone number is already linked to the link. 
Q. Can you tell me about the products in your inquiry? 
A. Microsoft 365 Business Standard. 
Q. Are you a Global Administrator? 
A. That's right. 
Q. I'm sorry. I didn't understand. Are you a global administrator for your domain? 
A. Yes, I am a global administrator for the domain. 
Q. If you have any inquiries, you can contact a Microsoft representative. Are you sure? 
A. Yes. Please. 
Q. Yes, I understand. Please wait a moment.

    I cannot guarantee that this script will change how the current IVR routes your call, as the phone system and prompts can change. However, it is worth trying if you make another call.

    May I ask whether you have also tried the temporary trial-tenant option mentioned above? If not, is there a particular reason you have not tried that option? It does not require you to move your business to a new tenant. The purpose is simply to create a temporary Global Administrator account so you can access the Microsoft 365 admin center and submit a support request regarding your original tenant, where you are currently locked out.

    If you have already tried the temporary-tenant method, please let me know what happened when you attempted to open the support request. That would be useful to determine the next available route rather than having you repeat the same steps.

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