365 Global Admin access lost due to migrating to new phone and not able to set up MS Authenticator

Question

I am the only global admin for a small business.

I changed phones without migrating the MS Authenticator app and no longer have access to the old phone - this means that I am unable to not only log into 365 Admin, but I am also locked out of all services where I authenticate via my 365 Account.

I appreciate that this is my fault as I didn't migrate my Authenticator App first however I need this resetting so that I can successfully log in, re-establish MFA on my account and set up a second user as a Global Admin.

Please can you advise who I need to speak/communicate with and the details needed.

I have had to submit this ticket using my personal address as I cannot authenticate on this site with the 365 account for the aforementioned reasons.

Thank you in advance

Answer 1

Hey Tim,

so if u lost ur global admin access for 365 cuz u switched phones and didn’t move the ms authenticator app, that’s a tough spot, especially if ur the only admin. first thing, u gotta hit up microsoft support. go to their support site, pick microsoft 365, then admin and security, and explain ur situation. tell ‘em ur locked out cuz u lost ur mfa method and u need help gettin back in. they’ll prob ask for proof u own the account, like domain stuff or payment deets, so have that ready.

if u wanna try fixin it urself, there’s this account recovery form microsoft has. u can find it by googlin microsoft account recovery form. fill it out with as much info as u can old passwords, recent emails, payment stuff, whatever u got. the more u give ‘em, the better chance u have of gettin back in.

if ur work has an it guy or a partner, hit ‘em up too. they might have a direct line to microsoft or know some tricks to speed things up.

once u get back in, don’t make the same mistake again. set up another global admin account so u ain’t the only one. also, add backup mfa methods like a phone number or email, and keep those backup codes somewhere safe. maybe even use a password manager to keep track of all ur stuff.

oh, and pro tip check ur mfa settings every now and then to make sure everythin’s up to date. u don’t wanna get locked out again, trust me.

And if it not help contact support, fill out the form, maybe get ur it guy involved, and once ur back in, lock it down better next time. gl, hope u get back in soon.

rgds,

Alex

Answer 2

These are the ways I can think of -

1. If you purchased from a reseller, ask the reseller, via delegated admin, to reset your account
2. See if you can authenticate via other means

1. Contact the Microsoft data protection team. Click this

Unfortunately the account recovery form proposed by Alex is for Consumer accounts without MFA, so that won't work for you.

Just had a friend of a friend who had the same problem as you, it took her about 2 weeks to get this settled after successfully logging a ticket.

Good Luck