Unable to complete Azure MFA after changing phone - cannot create or upgrade Azure subscription

Question

Unable to complete Azure MFA after changing phone - cannot create or upgrade Azure subscription

Jordi Porto Diaz 0

Hello,

I need help with an issue involving Azure and Microsoft Entra.

I have a personal Microsoft account and can successfully sign in to Outlook.com, account.microsoft.com, and the Azure Portal.

The problem arises only when I try to create a new Azure subscription or upgrade to Pay-As-You-Go. Before I can enter any billing details, Azure prompts me for multi-factor authentication (MFA) via Microsoft Authenticator.

I recently changed phones and no longer have access to the old device where the Microsoft Authenticator app was registered. Cloud backup was not enabled, so I cannot complete that verification step.

As a result, I cannot create an Azure subscription; furthermore, since I do not have an active subscription, the Azure Portal does not allow me to open a technical support case. I have already contacted Azure Support and Microsoft Account Support, but they have simply referred me back and forth to each other without resolving the issue.

I would appreciate it if this case could be escalated to the Microsoft Entra/Azure Identity team, or if an internal case could be opened to reset the MFA authentication method associated with my account.

Ismail Choyi Kandy (GBJM) 0 Reputation points

2026-07-26T05:39:15.69+00:00

For personal Microsoft accounts, MFA methods are generally managed through the Microsoft Account system rather than an organization's Entra administrator. Therefore, the most effective escalation path is usually through Microsoft Account Recovery and Identity Support rather than tenant-level Entra administration. Make sure to emphasize that you're blocked from creating a subscription because the MFA prompt appears before billing and subscription creation, leaving you without access to Azure support channels.

Your answer

Ismail Choyi Kandy (GBJM) 0 Reputation points

2026-07-26T05:39:15.69+00:00

For personal Microsoft accounts, MFA methods are generally managed through the Microsoft Account system rather than an organization's Entra administrator. Therefore, the most effective escalation path is usually through Microsoft Account Recovery and Identity Support rather than tenant-level Entra administration. Make sure to emphasize that you're blocked from creating a subscription because the MFA prompt appears before billing and subscription creation, leaving you without access to Azure support channels.