How did my MFA get changed in my MS account?

Question

I am the only admin with only one account for my business account. I have had my account for almost two years now. I have not had any issues until two weeks ago. Something or someone from MS must have accessed my account and reset something, as I have been locked out, and a different number is showing on the MFA. There were no issues for about two years and for this to happen, something strange was going on. Also, no one from MS is helping me on this issue. So, I can not log in as I cannot access the admin portal or my business MS account. I was able to speak with two sales team personnel who told me they would have someone call me, but no one ever did. So, I am just wondering why I am not being provided the service I am paying for. Someone in MS needs to help me turn off my MFA or help me reset it so I can access my business account again. Any additional information and guidance are appreciated. Thanks.

Answer 1

It is likely your global admin has been compromised.

How that happened could be similar to how banking apps get compromised, usually with a compromised network / device (eg sideloaded malicious android apps etc). It's hard to say without further investigation.

You will need the Microsoft data recovery team to unlock your account. To need to use the phone to raise a support ticket. A lot of patience is also required.

If you are the only admin and cannot access your account due to an authentication issue, it is suggested to contact the Data Protection team as we are from the community team and are not authorized to reset any user/admin accounts. The data protection team is the only support team to verify and reset the account. To find the Data Protection team's contact number, see Find Microsoft 365 for business support phone numbers by country or region - Microsoft 365 admin | Microsoft Learn or Customer service phone numbers - Microsoft Support Phone

numbers.

 

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.

 

For some countries, it will be an automated conversation like: First, when you call the hotline, it asks what kind of problem you are worried about.

Answered: authenticator.

A: What kind of product are you using?

B: Office 365 for business.

A confirmation: education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Do you have the other admin in your organization?

B: No.

A: You need one.... Service request?

B: Yes

Hopefully from there you will be able to speak to a support agent and ultimately reach the Data team.