Lost access to MS Authenticator

Hi @PW,

Thank you for reaching out to the Microsoft Q&A Forum. 

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices or reinstalling the Microsoft Authenticator app. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes.

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts.  

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.

Therefore, if you are the only administrator in your organization, then you need to involve Microsoft Data Protection Team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Phone Number – Microsoft Support  

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:        

IVR: What kind of problem are you concerned about?        

You: Authenticator.

A: What products do you use?  

B: Office 365 for business.  

Verification: Education or company account?  

B: For companies  

A: Are you an administrator?  

B: Yes.  

A: Are there any other administrators in your organization?  

B: No.  

IVR: Do you need a... Service request?     

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.

(Note: Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support)

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.       

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:  

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.  

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.  

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."  

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests    

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

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly. 

Thank you for your kindness and contributions to the forum. 

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