Does anybody know how to re-verify MFA? locked out of business account, the only admin stuck in a loop

Question

My original phone (IOS), was damaged beyond repair and i had to get a replacement. I'm unable to access apps or information on the original as a result. I am the sole member for the business account and see the message "additional steps are required" after restoring authenticator app data from iCloud. I cant sign in to the admin center because it requires MFA, i cant get anything sent to the backup email address i had assigned in the beginning to avoid this exact problem.

I cant call the four business specific numbers on the website because they just tell me to again, sign in and submit a ticket online. Cannot use personal/home customer support because they don't have the correct tools. Is my only option to block Microsoft from billing that subscription and starting over? At this point I'm Just trying to find a way to reach a human to verify my account I verified the phone update isn't the issue because i backed up to the same build? The phone doesn't have VPN or third party blockers enabled because it was freshly installed.

Answer 1

If you're locked out of your business account and unable to access your MFA due to a damaged phone, here are some steps you can take:

1. Contact Support: Since you are the only admin, you should contact the Azure Data Protection team at 866-807-5850 for assistance in restoring access. They can help you regain access to your account.
2. Alternative Recovery Options: If you have lost access to your two-factor authentication device, you may need to reach out to the support team for the specific service you are trying to access. You can go to the Contact us support page and select the product for which you need help.
3. Emergency Access Account: To prevent future lockouts, consider creating an emergency access account (also known as a break glass account) in Microsoft Entra. This account can help you regain access in case you are locked out again.
4. Password Reset: If you forgot your password or have been locked out, you can reset it or have it reset for you. If there are no other admins in your organization, contacting Technical Support is necessary.
5. User Location and Mobile Number: If you regain access, ensure that your mobile phone number and user location are correctly set in the admin settings to avoid similar issues in the future.

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References:

• Troubleshoot sign-in issues
• "We could not verify your account" error when you try to reset your admin password in Microsoft 365, Intune, or Azure
• Authentication methods in Microsoft Entra ID - phone options