Microsoft Entra ID admin authenticator reset

Question

Hello,

I am the only admin for our company, and I no longer have access to the previous phone with the authenticator app. I tried login in on the new phone, but it asks me for the code which I can't access anymore. Can this be reset?

Answer 1

Hello @Alex Martinez ,

Welcome to the Microsoft Q&A platform.

Based on your description, I understand that you're the only admin for your company, and you're currently unable to log into your account because you're unable to access the Authenticator app on your previous phone. Since the system is asking for a code, but you no longer have access to it, you're facing a circular issue where you're unable to authenticate.

As you're the only admin for your company, this situation is considered a tenant lockout scenario.

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#phone-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.

Also, for the future, you can create an emergency access account (break glass) in Azure AD. This account will help prevent being accidentally locked out of your Azure Active Directory (Azure AD) organization because you can't sign in for any reason.

https://docs.microsoft.com/en-us/azure/active-directory/roles/security-emergency-access

I hope this clarifies things. Please contact us if you have any additional questions.

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