Administrator Lost Access to Authenticator

Question

Administrator Lost Access to Authenticator

B 10

The administrator of our Microsoft 365 tenant is currently locked out of their account due to an issue with the Microsoft Authenticator app.

When attempting to open the Authenticator app, it prompts for a number match to approve the login – but since the app was reset or reinstalled, it is no longer linked to the account. This creates a loop where the admin cannot log in without confirming in the app, and the app cannot function without already being linked.

As a result:

The admin cannot access Outlook, Teams, or the Microsoft 365 Admin Center

Attempts to reset the MFA or login from alternative devices all prompt for Authenticator verification

All forms of contacting Microsoft (phone, online support, etc.) are inaccessible due to the same login issue

Immediate assistance is required to:

Reset the admin’s multi-factor authentication settings

Allow re-registration of the Authenticator app

Restore access to the administrator account

Please advise urgently on how to proceed or escalate this for recovery.

2 answers

Your answer

Answer 1

Engindzhan Halmi (BG) 0

Hello,

If losing access to a tenant happens from the service e.g Azure or Microsoft 365, creating a service request from the proprietary panel would be sufficient. Providing tenant data such as TenantID, contact details, or impacted users would make the case prioritized accordingly.

Additionally, in such scenarios, always keep an emergency user accounts with different strong authentication method, ensure credentials which do not expire, and turn on sign-in event notifications to get notified whenever there is activity. (https://learn.microsoft.com/en-us/entra/identity/role-based-access-control/security-emergency-access#create-emergency-access-accounts)

B 10 Reputation points

2025-08-07T23:13:56.47+00:00

We attempted to create a support request, but it either failed or required a privileged (Global Admin) account, which we can no longer access.
Emergency access ) account, is no longer possible after losing login access.
The system enforces multi-factor authentication (MFA), and the admin account is stuck in a loop where it cannot be used without access to the Microsoft Authenticator app.
As a result, we are completely locked out of our tenant and unable to proceed with standard support workflows.
Engindzhan Halmi (BG) 0 Reputation points

2025-08-08T09:10:31.12+00:00

Given that you mentioned GA has lost access, is there any other admin accounts such as Security Administrator, or Authentication Administrator? Try accessing that principal, to Require re-register MFA which removes the user's Microsoft Authenticator setup. (https://learn.microsoft.com/en-us/entra/identity/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options)

If this is not possible, recommending to contact first-line support via phone call (https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2)
B 10 Reputation points

2025-08-08T14:03:28.1266667+00:00

No other admin account, also support via phone call is a bot that doesn't help at all

Answer 2

NoOneCan 7,245 Volunteer Moderator

If you have an admin log in authenticator issue then only phone support can help and ask them to escalate your issue to the data protection team.

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows:

IVR: What kind of problem are you concerned about?

You: Admin login.

IVR: What kind of product do you use?

You: Office 365 for business.

IVR confirmation: education or company account?

You: For companies

IVR: Are you an administrator?

You: Yes.

IVR: Do you have the other administrator in your organization?

You: No.

IVR: Do you need a... Service request?

You: Yes

You also need to provide your subscription purchased information such as company name, billing information, phone number etc. See: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

B 10 Reputation points

2025-08-10T06:56:26.89+00:00

We tried this and it didnt work, we did a lot of phone calls and none succed
Engindzhan Halmi (BG) 0 Reputation points

2025-08-11T09:57:02.1633333+00:00

If you've been in contact with the Support Team, did you ask them to verify the Service Request TrackingID? If they provide you with that, it means there is a case created and you should be contacted according to the severity of the case and your support plan. (https://azure.microsoft.com/en-us/support/plans/response/)

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Administrator Lost Access to Authenticator

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