Cannot sign in to Microsoft Admin Center because Microsoft Authenticator is on old phone

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Hi ROYAL IT

Thank you for reaching out to the Micorosft Q&A Forum. 

Based on your description, I understand that you're unable to sign in to the Microsoft 365 Admin Center because your Microsoft Authenticator app was configured on your previous device, which you no longer have access to. 

May I know if there are any other Global Administrators in your organization? If yes, please ask them to follow this article to proceed to reset your 2FA so that you could re-register again: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |… 

If no, then you are the only Global Administrator and you are completely locked out from the tenant. You might need to contact Microsoft Support via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to DataProtection team who could help you to regain access.  

Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days. I know that this is not a convenient solution to hear but it seems to be the only way, and it's recommended that you should have a secondary/backup Global Administrator to fix this issue on your own.  

In case the phone line is not supportive, you can consider directly submitting a support request as a helpful workaround:     

-Create a temporary Microsoft 365 tenant using a trial license: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license. 

-Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of your primary (locked) account.    

-Click Help & Support > then choose Create a support request.     

Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request, as your original global administrator account is locked out due to issues with multi-factor authentication. The trial account is free for one month. Be sure to delete it after submitting your support request to avoid any automatic renewals or charges from Microsoft. 

For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn.    

I appreciate your understanding and patience in this matter. While I truly want to assist you, this issue is beyond the scope of my role as a forum moderator. I do not have access to internal databases or the ability to escalate cases directly to Microsoft’s internal teams. Therefore, please kindly contact the Microsoft Support team for the most efficient help.    

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