lost phone and can not get code from authenticator app for admin account

If you have lost your phone and cannot access the authenticator app for your admin account, you will need to ask another cloud services admin to reset your Multi-Factor Authentication (MFA) settings. Here are the steps they should follow:

1. Sign in to the cloud service portal as an admin.
2. Go to the Multi-Factor Authentication user management page.
3. Select the checkbox for your admin account.
4. Choose Manage user settings.
5. Select the Require selected users to provide contact methods again checkbox, and then click Save.

After this, you will be prompted to set up your authentication methods again, allowing you to regain access to your account.

References:

• Can't use Azure Multi-Factor Authentication to sign in to cloud services after you lose your phone or the phone number changes
• You don't receive a text or voice call that contains the verification code for Microsoft Entra multifactor authentication

Dear @Toni Cue, 

Thank you for posting on Microsoft Q&A forum and I'm sorry to hear you're having trouble logging into your Microsoft account.   

This issue commonly occurs when your Multi-Factor Authentication (MFA) settings need to be reset, particularly after changing devices or reinstalling the Microsoft Authenticator app. Since your new device hasn’t been configured with the Authenticator yet, you're currently unable to access your account. The app remains linked to your previous device, which is why you're not receiving the authentication codes. 

Option 1: Assistance from another IT Admin 

• Please check to see if there are other IT admins in your organization who can help you with the reset MFA for your account and you can share 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.    

Option 2: You are the only tenant admin 

• 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.   

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:  

IVR: What kind of problem are you concerned about?        

You: Authenticator.        

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 another administrator in your organization?        

You: No.        

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

• If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link 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.         

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 but we’ll continue doing our best to support you within the scope of our responsibilities.    

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.  

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly.   Thank you for your kindness and contributions to the forum.   

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