Unable to Access Azure Account Due to Microsoft Authenticator Issue

Question

I've encountered an issue where I can no longer access my Azure account because the data in my Microsoft Authenticator app has been lost. Now, I'm unable to log into the app itself, as it prompts me for a verification code, which I cannot obtain since it's tied to the app that I can't access. As a result, I am locked out of both my Azure account and the Authenticator app, and I'm unsure how to regain access.

I would greatly appreciate any guidance or steps you can provide to resolve this situation. Please let me know if there are any recovery options available or if I need to take specific actions to regain access to my account.

Answer 1

Hi @Shubham Hazra

Thank you for posting this in Microsoft Q&A.

Global administrator in your tenant can assist you with MFA recovery. Please contact them and request to re-register for MFA on your behalf. This action will remove existing MFA methods, including phone numbers, Microsoft Authenticator apps, and software OATH tokens. You will then need to set up a new MFA authentication method upon your next sign-in.

For your reference: https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options

If you are the only global admin on the account and are blocked entirely, you can reach out to our support team. You can look into below article to get support numbers depending on your country.

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

 or creating a ticket through a different account:  https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#online-support

While creating a ticket with Microsoft support team. Give them the tenant ID which is locked out in your description. Tell them that no admin account has access anymore and your partners also have no access anymore.

Once you create a ticket with support team you will have to work with our data protection team. You will have to first prove your identity against your tenant for security purpose. Post that this team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

Hope this helps. Do let us know if you any further queries.

Thanks,

Navya.

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Answer 2

on the Azure Portal Login, click on "can not access account" link. if your stuck at code and don't have alternate MFA (text, phone, etc), you need the account reset (which will give you access to a QR code). ask you account admin to reset the account. if you created this account in azure, you will need to contact Microsoft support to reset your account.

note: once you have successfully activated you account, go into https://account.microsoft.com/ and goto security, and add additional authentication methods. say alternate email, text and phone numbers.