Microsoft Authenticator
A Microsoft app for iOS and Android devices that enables authentication with two-factor verification, phone sign-in, and code generation.
8,101 questions
Locked out of my account due to not being able to access codes from the Authenticator app
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Christian Olsson
15
Reputation points
Hello,
I am trying to sign in to my Microsoft account. It works in some cases, such as when signing in to a new device, but my Authenticator app does not show any codes or login events for other cases, such as when trying to but an Office subscription. I have attempted to re-add the 2FA in my admin settings, but since that requires using the Authenticator app, I can't get further which I would assume is a tenant lock-out scenario, as described elsewhere.
I am the only member of my organization so I can't ask any other global admin to file a support ticket to the data protection team.
I would therefore like to ask for support to unlock my account, or any help investigating the issue further.
Thankful for any help as I just purchased a new Surface Laptop and need to be able to get a subscription of Office for work.
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Raja Pothuraju 13,545 Reputation points Microsoft Vendor2025-02-14T10:56:54.5966667+00:00 Hello @Christian Olsson,
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 got any MFA prompts, 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)
- Country
- TimeZone
We can then connect offline to discuss further and assist you in resolving this issue.
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Raja Pothuraju 13,545 Reputation points Microsoft Vendor
2025-02-17T15:27:36.18+00:00 Hello @Christian Olsson,
I just wanted to check if you'd be interested in taking this offline to get this resolved. Please share the necessary details in private message so I can proceed with engaging the Data Protection team.
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Raja Pothuraju 13,545 Reputation points Microsoft Vendor
2025-02-18T21:53:57.9366667+00:00 Hello @Christian Olsson,
I just wanted to check if you'd be interested in taking this offline to get this resolved. Please share the necessary details in private message so I can proceed with engaging the Data Protection team.
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