Request for Assistance – MFA Lockout and Account Recovery

Question

Request for Assistance – MFA Lockout and Account Recovery

John Doe Customer 0

I am locked out due to missing Authenticator access and cannot open a support case or access the admin center. My organization is just myself with this one account, so it is a tenant lockout. Initial post: https://answers.microsoft.com/en-us/msoffice/forum/all/how-to-recover-account-access-when-authenticator/8556a5ad-678c-45e2-8f01-32f588db34d8

Marcelo Gomez 0 Reputation points

2025-05-15T02:50:41.1733333+00:00

John, en la documentación de Microsoft siempre indica que es bueno tener una BreakGlassAccount para estos casos. Lo que yo hago con mis clientes es generar un usuario con el rol de "Conditional Access Administrator" y a ese usuario especifico excluyo de todas las políticas de MFA y le genero una contraseña bastante segura y que se guarde en un lugar seguro, de esta manera, en caso de un lockout por culpa de un MFA mal configurado, el usuario de BreakGlassAccount siempre tendrá la posibilidad de deshabilitar la política que esta causando el problema y volver a tener acceso.
John Doe Customer 0 Reputation points

2025-05-15T03:43:11.5433333+00:00

Thanks for the info. I'll set that up once I recover access.

1 answer

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Marcelo Gomez 0 Reputation points

2025-05-15T02:50:41.1733333+00:00

John, en la documentación de Microsoft siempre indica que es bueno tener una BreakGlassAccount para estos casos. Lo que yo hago con mis clientes es generar un usuario con el rol de "Conditional Access Administrator" y a ese usuario especifico excluyo de todas las políticas de MFA y le genero una contraseña bastante segura y que se guarde en un lugar seguro, de esta manera, en caso de un lockout por culpa de un MFA mal configurado, el usuario de BreakGlassAccount siempre tendrá la posibilidad de deshabilitar la política que esta causando el problema y volver a tener acceso.
John Doe Customer 0 Reputation points

2025-05-15T03:43:11.5433333+00:00

Thanks for the info. I'll set that up once I recover access.

Answer 1

Harshitha Eligeti 3,805 Microsoft External Staff Moderator

Hello @John Doe Customer

Thank you for sharing required details over email.

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to re-register MFA.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.

John Doe Customer 0 Reputation points

2025-05-14T21:13:59.59+00:00

I prematurely clicked accept answer as directed in private message: "I have summarized our action plan in the Q&A thread you raised. Kindly review it and click “Accept Answer.” This will help other community members facing similar issues find your thread as a reference." But publicly you said to accept the answer after the issue was resolved.
John Doe Customer 0 Reputation points

2025-05-14T21:15:53.77+00:00

Since yesterday 3 different representatives have asked for my phone number and best time to call but I haven't received a call.
Raja Pothuraju 22,550 Reputation points Microsoft External Staff Moderator

2025-05-14T23:34:59.2833333+00:00

Hello @John Doe Customer,

I just reviewed the support ticket and noticed that a support engineer from the Data Protection team had a call with you a few minutes ago. The engineer has raised an internal request for approval to make the necessary changes to your tenant.

Once the request is approved and the changes are completed, the engineer will notify you. After that, you should be able to regain access to your tenant.

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Request for Assistance – MFA Lockout and Account Recovery

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