How do I access M365 account if I am the only company admin and have lost my phone, therefore can not access the MFA code ???

Question

How do I access M365 account if I am the only company admin and have lost my phone, therefore can not access the MFA code ???

Christopher Perkins 0

I recently lost my mobile phone and therefore can not access my MFA code via authenticator and now locked out of my accounts.

I am the only admin in the company also and can not arrange to have my account reset.

I have tried calling the hotline numerous times to only be put on hold for up to 1hour and then the call disconnects. this is very frustrating.

Raja Pothuraju 16,040 Reputation points Microsoft External Staff

2025-03-11T11:41:55.32+00:00
Hello @Christopher Perkins,

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 are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-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 (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.
Christopher Perkins 0 Reputation points

2025-03-11T13:21:36.42+00:00

Hi Raja

Thanks for the response. I have now replied via email with the detail you request.

Thanks

Chris

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Raja Pothuraju 16,040 Reputation points Microsoft External Staff

2025-03-11T11:41:55.32+00:00

Hello @Christopher Perkins,

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 are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-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 (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.
Christopher Perkins 0 Reputation points

2025-03-11T13:21:36.42+00:00

Hi Raja

Thanks for the response. I have now replied via email with the detail you request.

Thanks

Chris

Answer 1

Hello @Christopher Perkins,

Thank you for sharing details over email.

The issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA.

To resolve this, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the issue.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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How do I access M365 account if I am the only company admin and have lost my phone, therefore can not access the MFA code ???

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