This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(208, 47%, 30%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EPF%3C/text%3E%3C/svg%3E)
Hi !
I have an issue with my account. The multi factor authentification has been activated to my account and I cannot get a code on the Microsoft authenticator app. I am the only admin of my organisation. this happened on November 16. I have been trying to get help from Microsoft support since then. I cannot get help from the admin portal since I don't have access to my account. I first tried calling the french support but it is impossible to get an answer. I wait on the phone for 2 hours (120 minutes) and then the call fails. I have understand that I need to contact a Data protection engineer but I have not been able to. It's been more than a week now (8 days) and I can't get help from Microsoft. I am desperate. We have a new employee that has arrived last week and we are not able to buy a license for him. I don't understand how it is possible to need 8 days + and hours on the phone just for a MFA reset. When I finally reached the data protection team, I explained my problem but then the call failed. I don't know what to do. Please help me
NB : I am using a different account of my organization to post this question
Hello @Pascal Fouchard , sorry to hear abotu that. Please send us your case support number or your subscription id plus this thread link to azcommunity@microsoft.com with Subject Attn: Alfredo Revilla, that's me :)
Hello @Pascal Fouchard , could you mail us?
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(16, 49%, 11%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EJR%3C/text%3E%3C/svg%3E)
Hi Alfredo, I am in the same situation, the only difference in my case is that I have been about 21 hours on the phone (really) trying to get a response from a human being without luck.
I have been calling from Friday to this numbers: +1 3054189143 and +18008659408, went to the machine options (2 for spanish, 1 for business, 1 for Micrtosoft 365 and 1 for Support) and then I listened a music/song for about 3 hours in each of my calls (I made 8 calls). Sometimes the call get dropped, sometimes nobody answers the phone.
I just write an email to azcommunity@microsoft.com with the Subject Attn: Alfredo Revilla, begging for a help.
Hi, I have an important update. Today, Monday 3rd/June, I successfully contacted Microsoft support calling +1 3054189143. Apparently the support isn't 24x7 as mentioned in the Microsoft Support Page. I talked to a Human and in this moment I have a support case with the Data Protection Team. I will keep you informed, thank you!
I have recovered today the admin access. The Data Protection Team needs between 24 and 48 hours to process the MFA reset procedure. My conclusions :
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(86.4, 49%, 18%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3ENK%3C/text%3E%3C/svg%3E)
I know this is almost a year old thread, but I am having same issue. Been a 5 days waiting on a call from Data Protection team.Jvae a ticket number but no calls yet. Is there anyone that can help me?