Reset/Re-register MFA of M365 Global Admin - Need to setup Authenticator in New Phone

Question

Reset/Re-register MFA of M365 Global Admin - Need to setup Authenticator in New Phone

Gayan Wimalarathne 221

M365 Global Admin has changed the phone and no longer receiving the OTP. Therefore, it is not possible to login to Office 365 Admin Portal. How can we reset the MFA and prompt for MFA registration? Microsoft Global support numbers are busy and calling failed after multiple attempts.

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Goutam Pratti 6,300 Reputation points Microsoft External Staff Moderator

2025-04-09T18:00:38.59+00:00
Hello @Gayan Wimalarathne ,

I understand that M365 Global Admin has changed the phone and no longer recieving the OTP.

To Reset your MFA settings you have to request assistance from another global administrator in your tenant. They can achieve this by selecting the Require re-register multifactor authentication option.

For more details, you can refer to the following documentation:

Manage user authentication options

If you don’t have another global administrator and you are the only global admin available to reset your registered MFA, this situation would fall under a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

We can then discuss further and assist you in resolving this issue.
Goutam Pratti 6,300 Reputation points Microsoft External Staff Moderator

2025-04-10T10:22:23.7466667+00:00

Hello @Gayan Wimalarathne ,

following up to see to provide the above details via Private msg. If you are the only Global admin.
anushka udayanga 20 Reputation points

2025-08-18T09:58:49.08+00:00

I changed the phone and no longer receiving the OTP. Therefore, it is not possible to login to Office 365 Admin Portal. How can we reset the MFA and prompt for MFA registration? Microsoft Global support numbers are busy and calling failed after multiple attempts.

Answer accepted by question author

0 additional answers

Goutam Pratti 6,300 Reputation points Microsoft External Staff Moderator

2025-04-09T18:00:38.59+00:00

Hello @Gayan Wimalarathne ,

I understand that M365 Global Admin has changed the phone and no longer recieving the OTP.

To Reset your MFA settings you have to request assistance from another global administrator in your tenant. They can achieve this by selecting the Require re-register multifactor authentication option.

For more details, you can refer to the following documentation:

Manage user authentication options

If you don’t have another global administrator and you are the only global admin available to reset your registered MFA, this situation would fall under a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

We can then discuss further and assist you in resolving this issue.
Goutam Pratti 6,300 Reputation points Microsoft External Staff Moderator

2025-04-10T10:22:23.7466667+00:00

Hello @Gayan Wimalarathne ,

following up to see to provide the above details via Private msg. If you are the only Global admin.
anushka udayanga 20 Reputation points

2025-08-18T09:58:49.08+00:00

I changed the phone and no longer receiving the OTP. Therefore, it is not possible to login to Office 365 Admin Portal. How can we reset the MFA and prompt for MFA registration? Microsoft Global support numbers are busy and calling failed after multiple attempts.

Answer 1

Goutam Pratti 6,300 Microsoft External Staff Moderator

Hello @Gayan Wimalarathne ,

Thank you for sharing details over private message.

The issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA.

To resolve this, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the issue.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Atul Kumar 5 Reputation points

2025-08-19T16:14:22.1266667+00:00

Dear Gautam,

I have similar issue where the only global admin is locked out. I am unable to even post a question as each time I am trying to do so, the website throws an error - We encountered an unexpected error. Please try again later. If this issue continues, please open a ticket at https://sitehelp.microsoft.com.

On trying to access the https://sitehelp.microsoft.com, it again asks me to login using my credentials. I know my ID and PWD, but dont have access to MFA. Kindly assist.
Mikhail Paltov 0 Reputation points

2025-09-26T05:00:13.32+00:00

The same problem with me

How can I contact support team?
Hazem Mostafa 10 Reputation points

2025-12-27T05:46:31.2333333+00:00

Please help me i have the same exact issue and struggling from one month with no response from microsoft am losing my business
Hazem Mostafa 10 Reputation points

2025-12-27T05:50:35.9133333+00:00

@Goutam Pratti please help help help asap i have same issue for my business email “******@mihcpa.com please am struggling from more than month
Ruslan Babayev 0 Reputation points

2026-02-07T22:31:44.5+00:00

I am the only global admin in my org and my MFA fails getting "you didn't enter expected verification code" but I am not getting any code on my Microsoft Authenticator and can't sign in without passing MFA to my admin account to reset/reneroll mfa. Called microsoft support 4 different numbers, for all of those number an automated reply keep saying "for suspended account pleasee visit aka.ms/pwr, good buy" and hungs up.
Ruslan Babayev 0 Reputation points

2026-02-07T22:32:55.25+00:00

same issue -
I am the only global admin in my org and my MFA fails getting "you didn't enter expected verification code" but I am not getting any code on my Microsoft Authenticator and can't sign in without passing MFA to my admin account to reset/reneroll mfa. Called microsoft support 4 different numbers, for all of those number an automated reply keep saying "for suspended account pleasee visit aka.ms/pwr, good buy" and hungs up.
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