RESET MFA. SUPPORT WITH MICROSOFT 365 FOR BUSINESS

Question

RESET MFA. SUPPORT WITH MICROSOFT 365 FOR BUSINESS

MK&B 0

I am currently locked out of my business account associated with the email "*****" due to Microsoft Authenticator verification. I have removed the account from all devices and deleted backups, but I continue to receive sign-in prompts requiring the Authenticator app.

I am the sole administrator of this account and no longer have access to the Authenticator setup. I kindly request assistance in resetting or removing the Authenticator link so I can regain access to my account.

Please let me know what steps I need to follow or if identity verification is required.

Thank you for your support.

3 answers

Your answer

Answer 1

Hi @MK & Bedford,

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

As this forum is a public platform, we’ve taken steps to help protect your privacy by removing your organization’s domain name from your message. To ensure your data remains secure, we kindly recommend avoiding the inclusion of personal or organizational details such as domain names or screenshots with sensitive information in future posts.

The issue you’re experiencing relates to needing access to the Microsoft Authenticator setup in order to regain control of your account associated. Since the account has been removed from all devices and backups have been deleted, the sign-in prompts requiring the Authenticator app cannot be bypassed without resetting the authentication method.

Because you are the sole admin of your tenant with no access, you will need involvement from Data Protection team.

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.

You can contact them via phone number to Microsoft Support: 

Visit Customer service phone numbers - Microsoft Support
Select your country/region own phone number for support.

User's image

If you're struggling with the AI call sequence, please follow this dialogue

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 the other administrator in your organization?    

You: No. I am the only admin in my tenant    

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

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

After you revoke your current multi-factor authentication (MFA) session, you can follow these steps to set up the Microsoft Authenticator app again on your device: 

Download and install the app from the App Store (iOS) or Google Play Store (Android).
Go to aka.ms/mfasetup on a browser and sign in with your business account.
On the Start by getting the app page, then select Next.

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Remain on the Set up your account page while you set up the Microsoft Authenticator app on your mobile device.

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Open the Microsoft Authenticator app, select to allow notifications (if prompted), select Add account from the Customize and control icon on the upper-right, and then select Work or school account.
Return to the Set up your account page on your computer, and then select Next. The Scan the QR code page appears.
Scan the provided code with the Microsoft Authenticator app QR code reader.

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Select Next on the Scan the QR code page on your computer. A notification is sent to the Microsoft Authenticator app on your mobile device, to test your account.

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Approve the notification in the Microsoft Authenticator app, and then select Next. Your security info is updated to use the Microsoft Authenticator app by default to verify your identity when using two-step verification or password reset.

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From now, you just re-add/register your authentication method and let's check it.

Once completed, your account will be protected again with MFA, and you’ll be able to sign in securely using the new device.

I hope this helps resolve the issue you're facing smoothly. I'm happy to assist and truly hope the information provided has been clear and useful. Please feel free to reach out anytime if you need further support.

If you find this 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.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". User's image

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Vy Nguyen 7,575 Reputation points Microsoft External Staff Moderator

2025-10-13T19:04:27.7633333+00:00

Hi @MK & Bedford,

I hope the information I shared earlier was at least somewhat helpful in addressing your issue. If the previous methods haven’t been effective, please feel free to let me know. I’d be happy to explore the issue more deeply with you so we can work together toward a better solution.

If you found the answer helpful, we kindly invite you to mark it as the accepted answer. Once marked, it will automatically be pinned to the top. Since many other users also search for information in this community, your valuable contribution will help them easily find the right channel and useful insights more quickly.

Thank you very much, and I wish you a great day.
Vy Nguyen 7,575 Reputation points Microsoft External Staff Moderator

2025-10-15T19:09:12.61+00:00

Hi @MK & Bedford,

I hope you're having a good week so far.

I'm reaching out again to follow up on your issue and check if everything has been resolved. My goal is to ensure your experience remains smooth and hassle-free. If you're still encountering any problems or have run into new challenges, please let me know which steps you're currently stuck on and happy to provide further help whenever you need it.

If you have any further questions, feel free to tag me in your reply so I can assist you directly.

Looking forward to your update.
MK&B 0 Reputation points

2025-10-18T13:59:16.2+00:00

I am afraid it hasn't. I still need the Authenticator App reset or disabled. I have been unable to get into contact with Microsoft for them to create a ticket. Please can you email me a ticket number & I can take it further from there.
Vy Nguyen 7,575 Reputation points Microsoft External Staff Moderator

2025-10-19T20:39:30.9466667+00:00

Hi @MK & Bedford,

Thank you for your information.

We appreciate your understanding regarding the scope of support available through this forum. As moderators, our role is to provide general guidance and assist with common troubleshooting steps. 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.

If you're still unable to connect with a live support agent, there is an alternative approach you may consider. You can register a new tenant by signing up for a trial subscription through this link: Microsoft 365 Business Plans and Pricing | Microsoft 365. Once the new tenant is created by following the provided prompts, you'll be able to access its admin console and submit a support ticket. In that ticket, you can request to speak with the Data Protection team on behalf of your original tenant.

Additionally, if someone else has administrative access to the account, please let me know. I can guide you through the steps to reset your multi-factor authentication and help you regain access via the Admin Center Portal.

I hope the information provided proves useful. Please proceed with the outlined steps and let me know whether they resolve the issue. If not, I’ll be glad to continue working with you to find a solution.

Thank you for your patience and understanding throughout this process. Should you have any questions or need further assistance, feel free to reach out at any time.

I am looking forward to your reply.
MK&B 0 Reputation points

2025-10-21T18:05:32.3+00:00

I'm unable to access the admin console & submit a request although I've signed up through that link. It's asking for payment details.

Can you assist further please in recovering that account?

Please can you email me direct & I can then proceed further including copying you in to the organisation that I'm acting on behalf of.

Answer 2

MK&B 0

User's image

There is no place where you can submit a ticket. I have signed up for a month and can see no place as to describe my problem. Even the phone number doesn't work.

Vy Nguyen 7,575 Reputation points Microsoft External Staff Moderator

2025-10-23T00:55:26.9166667+00:00
Hi @MK & Bedford,

Thank you for trying the suggested steps and for providing the requested information. We truly appreciate your effort and patience.

Based on the screenshot you provided, it appears that the option to create a support ticket through the Microsoft 365 Admin Center is currently unavailable for your tenant. Instead, Microsoft is directing support inquiries through phone assistance, which may be due to one of the following reasons:

Your current subscription or support plan may not include online ticket creation.

Microsoft may route support differently based on your region or tenant configuration.

There could be a temporary limitation or change in support availability for your account.

To access support ticket creation, your account must have one of the following roles assigned: Global Administrator, Billing Administrator, or Service Support Administrator. Without one of these roles, the support options may be limited. Could you please let me know what role you are currently in?

Only tenants with eligible Microsoft 365 subscriptions, such as Microsoft 365 Business Basic, Standard, Premium, or Enterprise plans (E1/E3/E5), are granted access to create support tickets directly through the Admin Center. If your subscription was purchased through a partner or reseller, support may need to be requested through that channel instead. Could you please let me know what license you are currently in?

We kindly recommend reaching out to the reseller who sold the subscription, as they will be able to assist you contacting Microsoft support through their partner portal to resolve the issue.

Thank you again for your cooperation and understanding. We’re happy to help and will do everything possible to make this process smooth for you.
Vy Nguyen 7,575 Reputation points Microsoft External Staff Moderator

2025-10-24T15:47:43.18+00:00

Hi @MK & Bedford,

I hope everything is going smoothly on your end.

I just wanted to follow up to see if everything is working as expected on your end. Additionally, if you have any remaining questions or if there's anything else I can assist you with, please don’t hesitate to reach out. I'm always happy to help and want to make sure you’re fully supported.

Wishing you a smooth rest of your day.

Answer 3

MK&B 0

"Active users - failed to fetch more items please try again".

Licenses - Microsoft 365 Business Standard.

Can I put the original email address that I am having problems with in the service request ticket?

Vy Nguyen 7,575 Reputation points Microsoft External Staff Moderator

2025-10-24T23:46:14.04+00:00

Hi @MK&B,

Thank you for reaching out to us. To ensure you receive a response from our live agent, you may provide any email address, whether personal or work, so we can contact you promptly.

Please note: If your primary email is currently locked (for example, due to login or security issues), kindly use an alternative email address when completing the Contact Support form. This will help us respond to you without delay.

If you need further assistance, feel free to reply to this email or reach out through our support channel.
AD 0 Reputation points

2025-12-01T17:18:54.0233333+00:00

Hi, has your issue been resolved? I am having the same issue and sent 2 tickets, but all their support was unable to help me and kept saying they would forward it to the data protection support, but no one contacted me or even sent an update.

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RESET MFA. SUPPORT WITH MICROSOFT 365 FOR BUSINESS

3 answers

Your answer