Locked out of Microsoft Entra ID tenant – only Global Admin account blocked by MFA after phone change

Question

Locked out of Microsoft Entra ID tenant – only Global Admin account blocked by MFA after phone change

Мейрамбек Аян (ДСА) 0

Hello,

We are currently locked out of our Microsoft Entra ID tenant and cannot access the admin portal.

The only Global Administrator account in our tenant is:

@cickaz.onmicrosoft.com

After changing the phone, Microsoft Authenticator is no longer available for MFA approval. While trying to fix the issue, we revoked MFA sessions, and now we cannot sign in at all because the login process still requires approval in Microsoft Authenticator.

As a result:

The only Global Admin account is blocked by MFA.

There are no other Global Administrators in the tenant.

We cannot access Entra ID or the Microsoft 365 Admin Center to reset MFA.

The tenant domain is cickaz.onmicrosoft.com.

Is there any way to reset MFA or regain access to the Global Admin account without access to the admin portal?

If not, what is the correct process to contact Microsoft Support for tenant recovery in this situation?

Thank you for your help.

Moved from: Microsoft 365 and Office | Access | For Business | Others

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1 ответ

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Answer 1

Dear @Мейрамбек Аян (ДСА)

Based on the information you shared, it appears that you are currently unable to access your tenant due to switching to a new mobile device that is used with the Microsoft Authenticator app.

To gain access to your account again when you are the only admin of the tenant, our Data Protection team can support you in this matter by using established tools and processes to verify your identity and help restore secure access to your administrator account.

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, please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

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.

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.

I hope this information helps you take the right steps to regain access to your account. If you have any updates or additional details, please feel free to leave a comment under this post. I’ll be happy to assist further within my scope.