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Authentication Issues

John Booze 0 Reputation points
2025-12-10T17:16:47.51+00:00

I am the only global admin for my Microsoft 365 Business Premium tenant and I am currently locked out of the admin account because the Microsoft Authenticator app is no longer functioning.

My issue:

I recently upgraded to a new iPhone, and after switching devices, the Microsoft Authenticator app no longer shows my admin account.

I removed and reinstalled the app, but the account does not reappear.

When attempting to sign in, Microsoft only provides two verification options:

Approve a request in the Authenticator app, or

  Enter a verification code from the Authenticator app
  
  Because the app is not functioning and my account is not in the app, I cannot approve the request or obtain a verification code.
  
  There is no option for text message, email verification, or any alternative MFA method.
  
  As the only global admin, I have no secondary admin who can reset my authentication settings.

I have submitted three service requests (two over a week ago and one yesterday) and have not received any response or call back from Microsoft Support. I urgently need assistance regaining access to my Business Premium admin account or resetting my MFA method so I can restore administrator access.

Thank you.

Microsoft 365 and Office | Install, redeem, activate | For business | Windows
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  1. Lia V 3,475 Reputation points Microsoft External Staff Moderator
    2025-12-10T18:12:32.6+00:00

    Hi @John Booze,

    Welcome to the Microsoft Q&A forum.

    I completely understand how challenging this situation must be, especially when you’re the only admin responsible for your account.

    Restoring access requires working with the Data Protection team, as they are the only team authorized to perform MFA resets and administrator account recovery. This process ensures proper identity verification and compliance with security protocols. The team can only be reached through a support ticket, which guarantees secure handling of your case.

    Since you already have active support tickets, please be assured that they are in the system and is being handled by the appropriate team. The extended wait time typically means your request is still in the processing stage or awaiting the next step in the queue.

    The next step involves the Data Protection team conducting internal checks and gathering the necessary information. Once this step is complete, the team will contact your client to verify and confirm that they are the legitimate owner of the tenant. Following successful verification, the case will be escalated to a higher-level team to perform the MFA reset for their account.

    Because this process involves multiple layers of security validation, it may take some time to complete. We kindly ask for your continued patience during this stage, and we sincerely thank you for your understanding as these measures are essential to protect your account. You may also email the support team with your preferred time for a call to help expedite communication and emphasize the urgency of your case.

    Additionally, 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.

    To assist you more effectively, I have initiated a private message for your convenience. At your earliest availability, please provide the ticket IDs in there so I can track the progress more closely and continue supporting you from our side.

    To access your private messages, sign in to the Q&A forum using the account you used to post your question. Then, navigate to the Private Messages section to view and respond.

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    Thank you for your attention to this matter. I look forward to your response.

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