Request for Assistance - Unable to Access Global Admin Account Due to MFA Loop

If you are locked in a multi-factor authentication (MFA) loop and unable to access your Microsoft 365 Global Admin account, there are a few steps you can take to resolve the issue:

1. Use Other Verification Options: If you have set up alternative verification methods, try selecting Other verification options during the sign-in process to bypass the Authenticator app.
2. Contact Another Global Admin: If there are other global admins in your organization, ask them to check your account settings and ensure that your phone numbers are correct. They can also disable the MFA requirement temporarily if necessary.
3. Contact Microsoft Support: If you are the only global admin or cannot access another admin, you will need to contact Microsoft support directly for assistance. You can create a support ticket without signing in by visiting the appropriate support page.
4. Reset MFA Settings: If possible, ask a global admin to reset your MFA settings through the Azure portal, which may help you regain access.
5. Check for Account Block: Ensure that your account is not blocked from using MFA. A global admin can check this in the Azure portal under the user settings.

If these steps do not resolve the issue, reaching out to Microsoft support is essential for further assistance.

References:

• Troubleshoot Azure Multi-Factor Authentication issues
• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication

Hi @Lex Klein Haneveld,

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear your Global Admin account has been blocked due to Microsoft Authenticator app.

Authenticator loops typically occur when the app repeatedly prompts for verification due to expired tokens, conflicting MFA policies, multiple accounts, or device issues such as incorrect time settings or outdated software. Network restrictions that block communication with Microsoft authentication servers can also trigger loops, preventing users from completing the sign-in process.

With that in mind, regarding your situation, please follow the steps outlined below to proceed with account recovery and regain access to your admin account.

1/ Contact other admins (if available)

Please check to see if there are other IT admins in your company who can help you with the reset MFA for your account and share with them the steps outlined in the article Manage user authentication methods for Microsoft Entra multifactor authentication. This will help them assist you in resetting your MFA settings and restoring access to your account.

2/ Contact Microsoft Data Protection Support by phone

If you're the only admin, in this situation, the Microsoft Data Protection Team has tools and processes in place to verify identity and regain access to administrator accounts. You can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, we’ll continue doing our best to support you within the scope of our responsibilities.   

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

IVR: What kind of problem are you concerned about?   

You: Authenticator.   

A: What products do you use?

B: Office 365 for business.

Verification: Education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Are there any other administrators in your organization?

B: No.

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

You: Yes. I need to create a ticket. Please send me directly to the Data Protection Team.

3/ Create a new tenant to submit a support ticket as an alternative option

To set up a new tenant, please follow these steps:

Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

Follow the guided setup process to create a new account for a new tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your locked account without further issues.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:

"Hello, I’m currently unable to access my previous Microsoft 365 tenant due to losing MFA access, which prevents me from receiving verification codes. I’m the global admin, but I’m locked out and unable to generate a QR code or bypass MFA.

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support.

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance.

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Thank you for your kindness and contributions to the forum. 

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