Error Code: 500121

Question

Error Code: 500121

Claus Bievers 0

I have recently broken my old phone and have lost access to my Microsoft Authenticator app.

I have two seperate work emails that i am the sole admin of, and due to the loss of access to the MS Auth app.

What am i meant to do?

I have tried to call the MS call centre hotline and each time i get hung up on by the AI agent i speak with without getting a result.

Claus Bievers 0 Reputation points

2026-10-07T02:29:59.4833333+00:00

Sole Global Administrator locked out due to MFA – unable to reach support

Have tried multiple routes to open a help request.

Phone lines dont work or are disconnected.

Error Code: 500121

Request Id: [Moderator note: Personally Identifiable Information removed]

Correlation Id: [Moderator note: Personally Identifiable Information removed]

Timestamp: 2026-10-07T02:26:42Z

1 answer

Your answer

Claus Bievers 0 Reputation points

2026-10-07T02:29:59.4833333+00:00

Sole Global Administrator locked out due to MFA – unable to reach support

Have tried multiple routes to open a help request.

Phone lines dont work or are disconnected.

Error Code: 500121

Request Id: [Moderator note: Personally Identifiable Information removed]

Correlation Id: [Moderator note: Personally Identifiable Information removed]

Timestamp: 2026-10-07T02:26:42Z

Answer 1

Michelle Nguyen 2,025 Independent Advisor

Hi @Claus Bievers

Thank you for providing the details. Based on the information you shared, I understand that your old phone was damaged and you have therefore lost access to the Microsoft Authenticator app. You are the sole administrator for two separate work accounts, and the loss of your MFA method now prevents you from signing in to either account. You are receiving error code 500121, and your attempts to contact Microsoft phone support have ended without reaching a support agent or resolving the issue.

I'm just another user here on this public forum, not Microsoft's support, so I'm not able to reset or unlock anything on your account myself.

Because the phone line is not supportive, you can consider directly submitting a support request as a helpful workaround:

Consider signing up for a trial subscription to create a new tenant. Visit Microsoft 365 Business Plans and Pricing | Microsoft 365.

Once the new tenant is set up, you can access its admin center and submit a support ticket through Microsoft 365 admin center > Support > Help & Support to contact the Data Protection team regarding the previous tenant. Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

I hope this helps point you in the right direction. If you have any updates or additional questions, feel free to reply back and I'll do my best to assist further.

Claus Bievers 0 Reputation points

2026-10-07T02:49:18.5633333+00:00

thanks for your input there michelle.

Im trying to submit some sort of report or form without any luck.

Iv made a secondary business account and im trying to use that to bring up a support call but i still cant get connected to anyone.

As im locked out of my 2FA microsoft auth app im really struggling. need this to continue running my business and microsoft has made it incredibly difficult to get in touch with them.
Michelle Nguyen 2,025 Reputation points Independent Advisor

2026-10-07T07:59:11.53+00:00

Hi @Claus Bievers

May I ask whether you have tried turning off the Support Assistant as shown in the image below?

If not, please turn it off and describe your issue again so that the support team can assist you. Please keep me updated.
Claus Bievers 0 Reputation points

2026-10-07T08:33:45.4133333+00:00
Navigate to Support: Click on the Contact Support button on the bottom left of this panel.

Choose a contact method: Select if you want to contact the agent through Phone or Email.

Choose your preferred Time zone and Contact language.

Add Title and Description and other details to describe your issue.

Click on Contact Me to submit.

I have followed these steps, but i only get a phone contact number option when i gett to step 2. There is no email or form option. I have tried to call and havnt been able to speak with anyone after hours on hold waiting
Claus Bievers 0 Reputation points

2026-10-07T08:34:09.8566667+00:00

And yes,, with support assistance off

Michelle Nguyen 2,025 Independent Advisor

Hi @Claus Bievers

Thank you for your update. May I ask what you described in the support section? If possible, try writing "reset authentication" and see how it goes. Besides that, here is a script to get past this step.

When a call is made to support, the first step is to provide an automated voice response from AI. Be careful, you won't be able to speak to a support representative if you don't respond appropriately here.

Contact Microsoft customer support | Microsoft Support

Here's an example of a response that actually led to a support representative. Please refer to it.

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.

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.