Hi community, How can I recover my Microsoft admin account? Here’s the situation: I enabled MFA for my admin account in December 2024, using only the Microsoft Authenticator app on my Samsung phone. I lost my phone in January 2025 and did not set up a backup for the Authenticator app. I recently recovered my phone, but it has been reset. When I try to log in, it asks for a code from the Authenticator app, which I can’t provide since the app was wiped. The only alternative is to get help from the organization admin—but that’s me, and I can’t access my account. What are my options for recovery? Who should I contact for assistance? Thanks, Mahaitia

Hello @Mahaitia RANDRIANARIVO , Thank you for connecting offline. As we discussed, your issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA. To resolve this, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the issue. I hope this information is helpful. Please feel free to reach out if you have any further questions. If the answer is helpful, please click " Accept Answer " and kindly upvote it . If you have extra questions about this answer, please click " Comment ".

For thos who are having the same issue, don't panic. Below the step to follow to reset you login option and remove the MFA setting: Create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and Add Microsoft Entra ID tag. A community support member will call you and will ask for more details about your concern Submit the requested information A support ticket will be raised on your behalf The support team will contact you and confirm your identity They will proceed with the MFA reset on your account Follow your issue ticket and wait for a confirmation email saying your MFA has been reset

How to Recover Admin Microsoft Account with Lost MFA Access? I am the only member of my organization.

Mahaitia RANDRIANARIVO 60

Hi community,

How can I recover my Microsoft admin account? Here’s the situation:

I enabled MFA for my admin account in December 2024, using only the Microsoft Authenticator app on my Samsung phone.
I lost my phone in January 2025 and did not set up a backup for the Authenticator app.
I recently recovered my phone, but it has been reset.
When I try to log in, it asks for a code from the Authenticator app, which I can’t provide since the app was wiped.
The only alternative is to get help from the organization admin—but that’s me, and I can’t access my account.

What are my options for recovery? Who should I contact for assistance?

Thanks, Mahaitia

Raja Pothuraju 14,990 Reputation points Microsoft Vendor

2025-02-10T12:40:40.2166667+00:00
Hello @Mahaitia RANDRIANARIVO,

Thank you for posting your query on Microsoft Q&A.

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication is lost, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number

Contact email address

Global admin email address (affected account)

We can then connect offline to discuss further and assist you in resolving this issue.
Mahaitia RANDRIANARIVO 60 Reputation points

2025-02-10T12:51:50.7166667+00:00

Thank you @Raja Pothuraju for your answer. Sending the detailed informations
Elijah Willis 10 Reputation points

2025-02-11T20:20:51.23+00:00

Please help me. I’m having the same exact problem.
Christian Olsson 15 Reputation points

2025-02-11T21:11:04.9933333+00:00

I have the exact same problem as well. The only way to sign in to my account (in some cases) seems to be using the Authenticator app, but the code never appears. And to change the sign in settings I need to use the Authenticator app. I do have access to the account in Windows for some reason, though.

I'm the only member of my organization, and should have all admin rights.

This seems to be a tenant lock-out situation, as described above, so please file a ticket for my case as well.
Raja Pothuraju 14,990 Reputation points Microsoft Vendor

2025-02-12T06:30:42.63+00:00

Hello @Christian Olsson, @Elijah Willis,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at Microsoft Q&A and select the Microsoft Entra ID tag when submitting your question.
28639488 0 Reputation points

2025-02-18T20:27:42.52+00:00

У меня тоже самая проблема ******@mail.ru Nikolay2991
28639488 0 Reputation points

2025-02-18T20:34:16.9066667+00:00

Я срздал раздел . И описал что я не могу получить доступ к своему аккаунту. Помогите востановить
Raja Pothuraju 14,990 Reputation points Microsoft Vendor

2025-02-18T21:13:22.3466667+00:00

Привет @Николай Матросов,

Я рекомендую создать новую ветку на том же форуме вопросов и ответов с максимально возможным количеством подробностей о вашей проблеме. Это обеспечит лучшую видимость в сообществе.

Пожалуйста, создайте новую запись вопросов и ответов на форуме вопросов и ответов Microsoft по ссылке https://learn.microsoft.com/en-us/answers/questions/ask/ и выберите тег Microsoft Entra ID при отправке вашего вопроса.
28639488 0 Reputation points

2025-02-18T21:20:07.2333333+00:00

Я создал новую
28639488 0 Reputation points

2025-02-18T21:20:32+00:00

Можете помоч востановить аккаунт
David Henry 5 Reputation points

2025-02-27T23:56:36.7366667+00:00

I have the same problem any help would be greatly appreciated thanks.
Mahaitia RANDRIANARIVO 60 Reputation points

2025-02-28T05:55:08.08+00:00
For those who are having the same issue, don't panic. Below the step to follow to reset you login option and remove the MFA setting:

Create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and Add Microsoft Entra ID tag.

A community support member will call you and will ask for more details about your concern

Submit the requested information

A support ticket will be raised on your behalf

The support team will contact you and confirm your identity

They will proceed with the MFA reset on your account

Follow your issue ticket and wait for a confirmation email saying your MFA has been reset

Accepted answer

Raja Pothuraju 14,990 Reputation points Microsoft Vendor

2025-02-11T19:36:28.8233333+00:00

Hello @Mahaitia RANDRIANARIVO,

Thank you for connecting offline.

As we discussed, your issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA.

To resolve this, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the issue.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
Please sign in to rate this answer.
Antoinette 0 Reputation points

2025-02-11T21:49:35.1933333+00:00

Please help. I'm having the same issue.

Mahaitia RANDRIANARIVO 60 Reputation points

2025-02-12T04:15:47.8266667+00:00

Thanks @Raja Pothuraju ,

Below are the detailed steps that allowed us to resolve the issue:

A call was made with a community support member to explain more about the issue

Supplementary information was submitted

A support ticket was raised by Mr. Raja on my behalf

The support team confirmed my identity and proceeded with the MFA reset on my account
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Use comments to ask for clarification, additional information, or improvements to the question.

1 additional answer

Mahaitia RANDRIANARIVO 60 Reputation points

2025-02-12T04:25:00.96+00:00
For thos who are having the same issue, don't panic. Below the step to follow to reset you login option and remove the MFA setting:

Create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and Add Microsoft Entra ID tag.

A community support member will call you and will ask for more details about your concern

Submit the requested information

A support ticket will be raised on your behalf

The support team will contact you and confirm your identity

They will proceed with the MFA reset on your account

Follow your issue ticket and wait for a confirmation email saying your MFA has been reset
Please sign in to rate this answer.

1 person found this answer helpful.
28639488 0 Reputation points

2025-02-18T20:34:55.6366667+00:00

У меня такаяже проблема как востаноаить доступ к полфилю

Sixolise Ruga 30 Reputation points

2025-02-27T07:11:49.2633333+00:00

Please help me I have a similar problem, I am university student and I lost my phone which had my authenticator app in it and I can't use it on the new phone since it requires me to get the code from the previous phone authenticator app and this is giving me problem in terms of logging in Microsoft 365

Raja Pothuraju 14,990 Reputation points Microsoft Vendor

2025-02-27T17:32:50.9733333+00:00

Hello @Sixolise Ruga,

I recommend creating a new thread on the same Q&A forum with as many details about your issue as possible. This will ensure better visibility within the community.

Please create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and select the Microsoft Entra ID tag when submitting your question.

Mahaitia RANDRIANARIVO 60 Reputation points

2025-02-27T21:21:09.4633333+00:00

For those who are having the same issue, don't panic. Below the step to follow to reset you login option and remove the MFA setting:

Create a new Q&A post at https://learn.microsoft.com/en-us/answers/questions/ask/ and Add Microsoft Entra ID tag.

A community support member will call you and will ask for more details about your concern

Submit the requested information

A support ticket will be raised on your behalf

The support team will contact you and confirm your identity

They will proceed with the MFA reset on your account

Follow your issue ticket and wait for a confirmation email saying your MFA has been reset
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How to Recover Admin Microsoft Account with Lost MFA Access? I am the only member of my organization.

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