We cannot access our company emails.

Question

We cannot access our company emails.

Ahmet ÖNCEL 0

I lost my company email password because I forgot to save it due to a device change. Out of our six company email addresses, we only lost the password for the admin email. We can access the other five. When I try to reset the password for the admin email using the "forgot password" option, I receive a code via SMS, but even after entering the code, the Authenticator app keeps saying I need to confirm the notification. To access the email, I need to reset my password again in the Authenticator app, and even then, it still says a notification has been sent to the app. We cannot access the email at all. Please help.

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Answer 1

Disclaimer: Since you described your issue in English, I will also provide my response in English, even though the support site you are using is based in tr-tr. If you prefer a Turkish response, please feel free to let me know.
Dear @Ahmet ÖNCEL,

I understand how frustrating it is to be locked out of your admin account, especially when you are caught in an endless loop between the SMS code and the Authenticator app after a device change.

Because you changed devices, the system is still trying to send the push notification to the configuration on your old phone, which no longer matches. Since this is the only admin account for your organization, self-service tools cannot bypass this security layer, and the remaining five user accounts do not have the permissions to reset it for you.

To resolve this immediately and restore your access, you need to have your Multi-Factor Authentication (MFA) settings reset by Microsoft so you can register your new device. Here are the official methods to do this:

Scenario 1: In case you are the Global Administrator and have another Global Admin in your organization. Please ask them to follow the step in the instruction above to reset your MFA.

For step-by-step details, see the official Microsoft documentation: Manage authentication methods for Microsoft Entra multi-factor authentication - Microsoft Entra ID …

Scenario 2: In case you are the only Global Administrator and you are completely locked out from the tenant.

Since you cannot open a support ticket from within the portal, you must contact the Microsoft Data Protection Team via phone. This is the only team authorized to manually reset MFA methods for sole Global Administrators after a strict identity verification process.

Find your local support number: Go to the official Microsoft documentation: Contact Microsoft customer support | 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.

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.

If calling phone support hasn’t been effective and you’re getting disconnected, there is another option you can consider as a workaround to reach the right team. You can sign up for a new Microsoft 365 tenant by creating a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365

Once that new tenant is created, you’ll be able to access the Microsoft 365 admin center and submit a support ticket directly from there. In the ticket, explain that you’re requesting assistance from the Data Protection Team for your original tenant, due to being locked out as the only admin with MFA issues. This method often helps bypass the automated loops because you’re able to submit the request from an authenticated admin center, even if it’s under a temporary tenant.

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

Also, just to set expectations clearly and transparently, this is a user‑to‑user support forum, so I don’t have the ability to intervene directly or unlock accounts. I can only suggest additional options based on my experience and what has worked for others in the community.

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.