My phone isn't receiving the OTP to unlock the admin account.

If your phone isn't receiving the OTP for two-factor authentication, you can try the following steps:

1. Check Your Phone Settings: Ensure that your phone is set up to receive text messages or calls. Check for any network issues or settings that might block messages.
2. Use Alternative Verification Options: If you have set up other options for security verification, select Other verification options during the sign-in process and try again using a different method.
3. Contact Another Admin: If you are unable to resolve the issue, ask another admin in your organization to reset your Multi-Factor Authentication (MFA) settings. They can do this by signing in to the cloud service portal and managing your user settings.
4. Check User Settings: Ensure that your phone number is correctly set in your user account settings. Another admin can confirm this for you.
5. Contact Support: If none of the above steps work, you may need to contact Microsoft Support for further assistance.

These steps should help you regain access to your admin account and resolve the OTP issue.

I would like to contact support.

Hello @Yen,

Thank you for posting your question in the Microsoft Q&A Forum. 

Before we proceed, could you please confirm if there is another global admin available in your tenant who might be able to assist with account recovery? If there is, they can revoke and require re-registration of Multi-Factor Authentication (MFA) settings by following these steps: 

• Signing in to the Microsoft Entra Admin Center  
• Navigating to Users > Your Account > Authentication methods  
• Selecting Require re-register MFA  
• You will then be prompted to set up MFA again during your next login 

If you are the only administrator 

You will need to contact Microsoft’s Data Protection team. This team has the authority and security procedures to verify your identity and reset MFA settings from their end. Please call Microsoft Support using the appropriate hotline for your region: Customer service phone numbers - Microsoft Support 

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

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.     

I hope Data Protection team can successfully revoke your access. If you need any further assistance or need help on any process, please feel free to reply. I'm here to help!   

Best regards, 

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