Problems accessing my E5 subscriptions sandbox after activation

Question

Problems accessing my E5 subscriptions sandbox after activation

Cabrelli, Paul 0

I have an MSDN subscription and used it to activate an Office E5 subscription. I was supplied with an admin account but I can't log in using that account as it is configured to send a code which I can't access via my authenticator app.

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Answer 1

Hin Vo 1,440 Independent Advisor

Hi @Cabrelli, Paul

To ensure I fully understand your situation and provide the most effective assistance, I’ll need a few additional details, such as:

Is this the Microsoft 365 Developer Program E5 sandbox that was provisioned through your MSDN/Visual Studio subscription benefits?

Have you ever successfully signed in to the sandbox administrator account, or is this your first sign-in attempt?

Do you have access to any other authentication methods that may have been registered for the account, such as a phone number, alternate email address, or other recovery options?

In the meantime, if you have another administrator account in the E5 tenant, you may be able to use it to review and remove the MFA methods associated with the affected admin account. For guidance, please refer to: Manage user authentication methods for Microsoft Entra multifactor authentication

If you are the only administrator and are completely locked out of the tenant, the recommended next step is to contact Microsoft Support and request assistance for a Tenant Lockout / Sole Global Administrator MFA Recovery scenario. You can initiate contact through: Contact Microsoft Support

When calling the support number, you may first hear a recorded message lasting approximately 30 seconds (for example, suggesting that you visit an online support page). You can simply wait for the menu options to be presented. Typically, selecting "1" for business users and then "1" again for technical support will guide you to the appropriate support flow.

In some regions, the initial interaction may be handled entirely by an automated system. To help you prepare, below is an example of the questions you may receive and the recommended responses:

What kind of problem are you experiencing?

Answer: Authenticator

What product are you using?

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 administrator in the tenant.

Do you need a Service Request?

Answer: Yes. I need to open a support ticket. Please transfer me to the Data Protection team.

Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days.

I hope this information helps you successfully escalate your request and regain access to your account.

Cabrelli, Paul 0 Reputation points

2026-10-09T09:10:32.3766667+00:00

Is this the Microsoft 365 Developer Program E5 sandbox that was provisioned through your MSDN/Visual Studio subscription benefits?

Yes it is

Have you ever successfully signed in to the sandbox administrator account, or is this your first sign-in attempt?

This is the first login attempt

Do you have access to any other authentication methods that may have been registered for the account, such as a phone number, alternate email address, or other recovery options?

The only two options are Authenticator app and code (which is sent to the authenticator app)

The sandbox admin login is associated with a different domain to the one I use to login to my MSDN subscription
Cabrelli, Paul 0 Reputation points

2026-10-09T09:11:06.5033333+00:00

see above
Hin Vo 1,440 Reputation points Independent Advisor

2026-10-09T09:52:22.7266667+00:00

Hi @Cabrelli, Paul

Just to clarify, were you ever presented with a QR code or setup screen to register Microsoft Authenticator for the sandbox administrator account?

If so, were you able to scan the QR code, and do you see the sandbox administrator account listed in the Authenticator app? When you select the option to use a verification code, does the app display a 6-digit code for that account?

If the account is listed in Authenticator but no code is displayed, please try opening the account entry in the app, allowing it a few moments to fully load and refresh, and then check again to see whether a verification code appears.

If you were never given an opportunity to register Microsoft Authenticator and are being prompted for MFA immediately on your first sign-in attempt. In that case, you may need to contact Microsoft Support by phone, as I mentioned previously.
Cabrelli, Paul 0 Reputation points

2026-10-09T10:00:29.44+00:00

Just to clarify, were you ever presented with a QR code or setup screen to register Microsoft Authenticator for the sandbox administrator account?

No

If the account is listed in Authenticator...

No the account was not listed

If you were never given an opportunity to register Microsoft Authenticator and are being prompted for MFA immediately on your first sign-in attempt. In that case, you may need to contact Microsoft Support by phone, as I mentioned previously.

Thank you for you help, I will contact Microsoft support
Hin Vo 1,440 Reputation points Independent Advisor

2026-10-09T10:09:16.7666667+00:00

Hi @Cabrelli, Paul Thank you for the update.

I hope you are able to create a support ticket and have the issue resolved soon.

Please feel free to reach out again if you need any further assistance or would like to share any updates.