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Unable to login to Microsoft work account due to MFA and authenticator app not working

Mohammad Suhaila 30 Reputation points
2024-08-09T17:25:23.9166667+00:00

Hi everyone,

This is Suhaila from Malaysia. My situation is I cannot login at all to my Microsoft work account.

If you ask me whether

I can you still sign into your account in https://account.microsoft.com/ ? NO

  1. When did you change/update your phone number on your account? I DID NOT UPDATE BUT MY AUTHENTICATOR APP RESET LOST ALL LOGIN INFORMATION

I would like to know what @domain and who is hosting your email account? example for @domains: Gmail.com, Yahoo.com, Outlook.com/Hotmail.com [@NETLINXSC.ONMICROSOFT.COM]

May I know if the account is for Work/School use? or Personal (Hotmail/Outlook.com) use? THIS IS MY WORK ACCOUNT

Do you use password, PIN or other sign-in options for signing on to your account on the device? AUTHENTICATOR APP & PASSWORD

My phone cannot use authenticator app now because i lost my details when I change to a new phone and i cannot login as it keeps saying either use the authenticator or get the code which i don't have. I cannot login to my admin account too because of this and I cannot turn off the two-step verification.

if there is no other ways to help, please help me to cancel my subscription for Office 365. Thanks

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Accepted answer
  1. Sandeep G-MSFT 19,766 Reputation points Microsoft Employee
    2024-08-13T04:24:10.8333333+00:00

    @Mohammad Suhaila

    Thank you for posting this in Microsoft Q&A.

    As I understand you are unable to access Azure portal with your account. You had set up MFA for your account initially via Authenticator App. Now since you have changed the phone and installed new Authenticator App on your new phone, you have lost all the account from the App.

    Due to this you are unable to satisfy MFA while logging in to Azure portal.

    As you already mentioned you are the only admin in your tenant and your account is blocked currently from accessing Azure portal, 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

    Except this method there is no other way to get your account logged in to portal, as this is something related to security of your tenant.

    As per your above comments I see that you have also already reached out to customer service but couldn't get any help.

    This time when you call them you cannot access your Azure tenant, and you want to talk to someone from data protection team.

    They will help you in creating a new support ticket. 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 your ticket is created 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

    Let us know if you have any further questions on this.

    Please "Accept the answer" if the information helped you. This will help us and others in the community as well.

2 additional answers

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  1. Mahendra Giri 5 Reputation points
    2024-08-09T18:53:56.64+00:00

    You can reset your MFA using below URL.

    https://aka.ms/setupmfa

    That helps to reset and add new device configuration

    1 person found this answer helpful.
  2. Erick Moreno 330 Reputation points
    2024-08-09T18:11:09.38+00:00

    Try to contact MS support and provide the details so they can help to recover your account.

    GBL Customer Service

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