Request for Assistance – MFA Lockout and Account Recovery Inbox

Chetan91 40 Reputation points
2025-08-18T18:03:49.3133333+00:00

I am currently facing a critical issue with my Microsoft 365 Business tenant. I am the sole Global Administrator of the account and unfortunately I have lost access to the Microsoft Authenticator app that was configured for Multi-Factor Authentication (MFA).

Here are the key details of my situation:

I still know my admin email ID and password.

During login, I am prompted for verification through the Microsoft Authenticator app, which I no longer have access to.

There are no alternative MFA methods (SMS, call, backup codes, or secondary admin).

I am the only Global Admin for this tenant, so I cannot reset my own MFA from another account.

I am unable to raise a support ticket through the Admin Center due to this lockout.

This has resulted in a complete lockout from my tenant and services, which directly impacts my business operations.

I kindly request guidance on how to escalate this case to the Microsoft Data Protection Team for identity verification and MFA reset, as I understand this is the recommended approach for such scenarios.

Could you please advise the correct next steps or connect me with the appropriate team?

Thank you in advance for your support.

Microsoft Security | Microsoft Entra | Microsoft Entra ID
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Answer accepted by question author
Raja Pothuraju 47,840 Reputation points Microsoft Employee Moderator
2025-08-18T19:19:11.5133333+00:00

Hello Chetan91,

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to re-register MFA.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.

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