I don’t have my Authenticator device

Hi Nigel, 

Thank you for sharing the details of your situation. 

As this is a user-to-user support forum, I can only offer guidance based on similar cases. I do not have access to your tenant or account. Only Microsoft Support can verify the tenant status, assist with Global Administrator and MFA recovery, and determine the available recovery options. 

First, on the verification screen, try selecting Sign in another way or I can’t use my Microsoft Authenticator app right now, if either option is available. You can then try another verification method that was previously registered, such as a text message, phone call, or backup code. 

Once you regain access, you can install Microsoft Authenticator on your new phone and re-register it under My Account > Security info > Add sign-in method. You should also remove the Authenticator registration associated with the broken phone after confirming that the new method works. 

Also, if there is another Global Administrator in the tenant, you can ask them to: 

1. Reset your MFA methods or require you to register them again. 
2. Check the affected account and Azure subscription. 
3. Create a support request on your behalf. 

If you are the only administrator and no alternative verification method is available. In this case, I recommend contacting Microsoft Support and requesting assistance from the Data Protection team. They can guide you through the tenant ownership verification process and help recover access to the administrator account 

• Please try locating the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support  
• 

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.  

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:  

(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.)    

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:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• 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 admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

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.      

I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected. If you can't get through on your first try, I suggest trying again later or at a different time. 

I know being locked out of the only admin account can be stressful, but contacting the Data Protection team is the correct path forward in this scenario. 

I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.  

Hope you're able to get this resolved soon. 

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