I cannot login to mail and am stuck in MFA Microsoft Authenticator loop

As your issue description is primarily written in English, I will provide my response in English for your convenience. Please feel free to let me know if you would prefer the information in another language.

Hi Patrik,

Good day, and I’m sorry to hear that you're still experiencing this issue.

May I ask whether you have received any email from Microsoft that includes a tracking ID or case number?

If you have received one, that usually means your support request has been successfully created in the system and is currently waiting in the queue for assignment to a support engineer. In that case, the case is still progressing, although there may unfortunately be some delay before the next update.

If you have not received any email containing a tracking ID or case number, or if it has been a long time since you received the initial confirmation email, I'd recommend creating a new support ticket. This helps ensure that your request has been properly registered in the support system and allows you to obtain a new case number that can be tracked and followed up on.

Just to briefly clarify before we go any further, independent consultants, including myself, are members of the community and do not have access to user account settings, and cannot assist with logging in, changing access rights or directly escalate cases to the Data Protection Team. However, we’ll continue doing our best to support you within the scope of our responsibilities.   

If you decide to create a new support ticket, you may follow the instructions below:

1/ Call the support hotline:

You can find Microsoft's support numbers here:

Customer service phone numbers: Contact Microsoft customer support | Microsoft Support(Work account)

When contacting Microsoft, be prepared to verify ownership of the subscription. You may be asked for information such as:

• Organization name
• Billing or payment information
• Registered phone number
• Alternate email address

Once your identity is verified, the privacy team will be able to reset your MFA settings. You can then reset your account in the Microsoft Authenticator app on your new device or choose a different authentication method to sign in.

Tips for navigating the IVR:

In some countries, an automated voice system is used. Example of a dialogue:

IVR: What problem is bothering you?

Client: Lost access to the only admin account

IVR: What product do you use?

Customer: Office 365 for business

IVR: School or Business Account?

Client: Companies

IVR: Are you an administrator?

Client: Yes

IVR: Is there another administrator in your organization?

Client: No. I am the only admin in my tenant

IVR: Do you need to create a support ticket?

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

2/ In case you are unable to contact the frontline support:

Consider signing up for a trial subscription (select "Try for free") to create a new tenant. Once set up, you can access the new tenant's admin console and submit a support ticket to speak with the data protection team on behalf of the previous tenant.

Important notes:

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

If another administrator is available, you can also consider contacting them and asking if they can reset the MFA settings for the affected account through the Microsoft Entra admin center. This is usually the faster way to regain access.

For reference: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | …

I hope this helps point you in the right direction. If you have any updates or additional questions, feel free reach out.

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