Authenticator verification is not working, recovery email no longer exists, and phone verification calls disconnect immediately.

Question

Authenticator verification is not working, recovery email no longer exists, and phone verification calls disconnect immediately.

Lorena Quiroga Ballen 0

Hello,

About two years ago, I created a corporate email account for our company through Microsoft 365. At that time, I enabled two-factor authentication using my iPhone 15 pro Max and connected our domain through GoDaddy.

Since then, I have only been able to access the email account through the Outlook app on my phone. Authentication codes have never successfully arrived to my phone number, and the recovery email address associated with the account no longer exists.

In the Microsoft Authenticator app, I can still see the account listed, but it does not allow me to approve sign-ins or perform any authentication actions.

I am the administrator and owner of the domain, but despite that, I have not been able to regain proper access or update the security settings. I have also been unable to receive effective support regarding this issue.

Honestly, I have even considered not renewing our next Microsoft 365 subscription and migrating everything to Google Workspace because this problem has remained unresolved for such a long time.

Could someone please help me recover and secure access to the account?

Thank you very much.

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Answer 1

Lorena Quiroga Ballen 0

Llamé al número de soporte como me indicaron y hasta tuve que comprar un paquete de llamadas internacionales para poder comunicarme. Sin embargo, el bot de atención fue extremadamente malo, nunca entendió mi caso y únicamente me redirigía una y otra vez a la página de ayuda y a los foros, a los cuales ni siquiera puedo acceder con la cuenta empresarial que compré.

La verdad ya no sé qué más hacer. Estamos pagando por este correo y no he tenido ninguna opción real de soporte o ayuda humana para recuperar el acceso a la cuenta. Necesito por favor asistencia real para solucionar este problema.

Darren-Ng 12,775 Puntos de reputación Personal externo de Microsoft Moderador

2026-05-28T03:32:19.41+00:00

Nota: Esta respuesta se tradujo utilizando herramientas de traducción, por lo que puede contener errores gramaticales o semánticos. Agradecemos su comprensión. Si hay algo en la respuesta que no entiende, por favor, deje un comentario y le responderé lo antes posible.
Hola,

Gracias por la actualización.

Lamento sinceramente las molestias que está experimentando y entiendo que el sistema automatizado de soporte técnico de Microsoft puede llevar tiempo. Sin embargo, este paso es necesario para recopilar su información y comprender el problema, de modo que su solicitud pueda ser dirigida al equipo adecuado y gestionada eficazmente.

Si no puede enviar una solicitud por teléfono, puede intentar hacerlo a través de una cuenta de prueba, como se mencionó anteriormente. El agente de soporte recibirá la solicitud y se pondrá en contacto con usted por correo electrónico o por teléfono.

Tenga en cuenta que, como moderador de esta comunidad, cuento con recursos limitados y no tengo acceso a los sistemas internos para realizar investigaciones. Contactar con el soporte técnico de Microsoft es el paso necesario para garantizar una resolución más rápida y eficaz de su problema.

Answer 2

Note: Since you are using English, although the site locale is es-es, I will response to this question in English. This response has been translated using the translation tool; Please forgive me for any grammatical or semantic errors. Thank you for your understanding. If there is anything unclear about my reply, please leave a comment and I will get back to you as soon as possible.

Dear @Lorena Quiroga Ballen,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, you cannot log in your account because authenticator does not work.

Since your email is a business account and you are the only Global Administrator, you are completely locked out from the tenant. You might need to contact Microsoft Support team via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

To help you navigate the automated phone system (IVR), here's an example of what the conversation might look like:

IVR: What kind of problem are you worried about?

You: Admin account locked

IVR: What kind of product do you use?

You: Office 365 for business

IVR: Does it count for education or business?

You: For Business

IVR: Are you an admin?

You: Yes

IVR: Do you have another administrator in your organization?

You: No

IVR: Need a service request?

You: Yes

This should help you connect with a live support agent who can help you directly.

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft
Select any plan and click Try for free.
Complete the setup to create a new tenant.
Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.

This is the standard recovery process when access to the original authenticator device is lost. The Microsoft Online Support Team has higher permission than us moderators to remotely assist you and collect background logs for the root cause.

I hope information above can help you resolve your issue as soon as possible. Please feel free to reach out if you have any other questions.

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