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Urgent Assistance Required – Unable to Access Microsoft Admin Portal Due to Lost Authenticator

Tam Tran Nhut 25 Reputation points
2025-11-19T07:53:25.9866667+00:00

Dear Microsoft Support Team,

I am experiencing an issue accessing the Microsoft Admin Center (https://admin.microsoft.com/#/homepage) to manage and verify my licenses.

I have the correct admin credentials for @xxxxxxx.onmicrosoft.com and can sign in successfully. However, when I reach the two-factor authentication step using Microsoft Authenticator, I am unable to receive the verification code because the phone that had my Microsoft Authenticator app was lost.

I attempted to verify using the SMS text message option, but it returned an error, as shown in the attached screenshot.

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image (5)

I urgently need access to the admin portal to check my licenses. Please assist me as soon as possible.

Thank you very much for your prompt support.

Kind regards,

Windows for business | Windows Server | User experience | Other
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  1. HLBui 2,360 Reputation points Independent Advisor
    2025-11-19T10:35:36.4133333+00:00

    The password you reset was successful; however, Microsoft security policies still require MFA before the account can be used, which is why the system continues to prompt for verification even after you changed your password. Since the original phone with the Microsoft Authenticator app is lost and the SMS option is also failing, the only way to regain access is to have your MFA methods reset.

    Because you are unable to sign in, the standard Support portal will not work. To proceed, please use Microsoft 365’s unauthenticated support request form which does not require logging in: https://admin.microsoft.com/AdminPortal/Home#/support/unauthenticated and choose**“I can’t sign in”** and you will be able to open a support case without MFA. A Microsoft Support agent will then verify your identity through alternate methods and initiate a secure MFA reset for your admin account.

    If your tenant has another Global Administrator, they can also reset your MFA settings immediately from the Entra Admin Center, this remains the fastest option.

    Thanks

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  1. HLBui 2,360 Reputation points Independent Advisor
    2025-11-19T08:47:18.2866667+00:00

    Hi Tam Tran Nhut

    Based on the error details and the fact that the original phone with your Microsoft Authenticator app is lost, the quickest resolution is to perform an MFA reset on your admin account. Since you are unable to complete any of the enrolled verification methods, another Global Admin in your tenant can reset your authentication methods directly from the Microsoft Entra admin portal. If you are the only Global Admin, you will need to contact Microsoft Support to verify your identity and initiate a secure MFA reset on your behalf.

    lease avoid repeated sign-in attempts, as they may temporarily lock verification services and make troubleshooting more difficult. Once your MFA methods are reset, you can re-register your Microsoft Authenticator app with a new device and continue accessing the admin portal without interruption. If you continue receiving the same error code after the reset, feel free to share the updated Request ID and Timestamp so I can help investigate further.

    Please "accept the answer" so that it could be spread further to those in need too. If not, is there anything I can help you with? Please let me know.

  2. Tam Tran Nhut 25 Reputation points
    2025-11-19T09:52:12.22+00:00

    I attempted to contact Microsoft Support through https://support.microsoft.com/contactus, but the process requires signing in with my business account (******@lottehotelsg.onmicrosoft.com). This brings me back to the same issue, as I am currently unable to sign in due to being stuck at the MFA verification step.

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  3. HLBui 2,360 Reputation points Independent Advisor
    2025-11-19T09:56:22.83+00:00

    Hi Tam Tran Nhut

    Thank you for the update, when MFA is locked and the account cannot sign in, it also prevents you from opening a normal support request through the standard Microsoft Support portal. In this scenario, the correct approach is to use the Microsoft 365 Admin unauthenticated support path, which allows you to contact support without signing in. You can do this by going to the following page: https://aka.ms/M365Help ->choose “Contact Support” -> then select “I can't sign in” and proceed without authentication.

    Once you open the request through that channel, a support agent will verify your identity through alternative methods and can initiate a secure reset of your MFA methods. This is the approved process when an admin is locked out and is unable to authenticate. If your tenant has more than one Global Administrator, another admin can still reset your MFA settings from the Entra Admin Center, which remains the fastest option.

    And please let me know if you encounter any issues.

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  4. Tam Tran Nhut 25 Reputation points
    2025-11-19T10:13:41.0366667+00:00

    I accessed the page https://aka.ms/M365Help and tried to find the “Contact Support” option, but I was unable to locate it. I clicked Sign in and then selected “Can’t access your account?”, which prompted me to enter my email to reset the password. However, even after resetting the password, I am still being asked to complete MFA as before.

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