MFA authenticator reset

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MFA authenticator reset

Mason Pedelose 0

I need to reset my MFA but I am the only Admin. I don't know the process. I erased my old phone that had MFA on it.

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Answer 1

Emily T 660 Microsoft External Staff Moderator

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, but we’ll continue doing our best to support you within the scope of our responsibilities.

Good day @Mason Pedelose and I’m sorry to hear about the difficulties you’re experiencing.

If you are still able to access your account using another registered authentication method (such as a phone number, security key, or another authenticator device), I recommend signing in to https://mysignins.microsoft.com/security-info and adding a new MFA method before removing the old one associated with the erased phone.

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If you are currently signed in to any Microsoft 365 service or an active browser session, please do not sign out. Instead, use the existing session to review and update your authentication methods as soon as possible.

However, if the erased phone was your only MFA method and you are now unable to complete the sign-in process, there is unfortunately no self-service option available to reset MFA for a sole Global Administrator who is locked out of the tenant. In this situation, the only team that can assist is the Microsoft Data Protection team, as they are responsible for handling administrative account recovery and verifying tenant ownership. You will need to contact Microsoft Support so that your case can be routed to the appropriate team. They will guide you through the tenant verification process and determine the available recovery options based on your organization's circumstances.

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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.

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:

(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.)

IVR: What kind of problem are you concerned about?

You: Authenticator.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have another administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

Mason Pedelose 0 Reputation points

2026-10-07T17:21:09.7733333+00:00

thank you i will have to call them
Emily T 660 Reputation points Microsoft External Staff Moderator

2026-10-07T19:38:44.3633333+00:00

You’re very welcome, Mason Pedelose.

I hope everything goes smoothly with the support team and that you regain access soon. If you need any further assistance, please feel free to reach out at any time
Have a blessed and wonderful day as well.
Mason Pedelose 0 Reputation points

2026-10-07T19:40:17.3133333+00:00

I wasn't able to reach the support team they transferred me to the chat bot that failed
Emily T 660 Reputation points Microsoft External Staff Moderator

2026-10-07T19:56:12.7966667+00:00
Thank you for the update, Mason Pedelose.

Given your situation, I would recommend trying to call again, preferably during business hours. In my experience, it can sometimes be difficult to get through to the appropriate support queue, and automated systems may not always work as expected. If you’re unable to get through on the first attempt, please don’t be discouraged. You may want to try again later or at a different time.

If you have already tried several times without success, another option is to create a temporary or trial Microsoft 365 tenant and use it to submit a support request regarding the affected tenant. This can provide an alternative way to contact Microsoft Support when you no longer have administrative access to the affected environment.

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365to set up a new tenant. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant and follow the guided setup process to create a new account for a new tenant.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access.

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests

Additionally, when submitting the support request from the new tenant, I recommend including the relevant information about your original tenant in the description of your ticket. This will give the support team the necessary context and can help make the ownership verification and case review process smoother.

You may include the following details:

Tenant domain (xxxxx.onmicrosoft.com)

Tenant ID

Global Administrator UPN

Subscription and billing information

Evidence of domain ownership

Company information and any other relevant ownership verification documents

Once your issue has been resolved, please remember to cancel the trial subscription if you no longer need it to avoid any unintended charges. For detailed instructions on how to cancel the subscription, please refer to the following resource: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

Thank you for your patience and understanding throughout this process. I sincerely hope you’re able to regain access to your account soon and that everything goes smoothly from here.