Microsoft Authenticator is not syncing and shows that the account cannot be found

I am the only nly global administrator and no access. Only Microsoft support team can resolve this issue

[Moderator note: personal info removed].

Hi @Imran Sheikh,       

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

Regarding that you can't log in to your account due to Microsoft Authenticator. I’d like to ask a quick questions to better understand your situation and assist you effectively:      

Could you please clarify whether you are an end user or an admin?             

If you are an end user I would recommend you contact your account's Admin to reset your MFA settings through the Microsoft Entra Admin Center. Ask your administrator to follow these steps:                 

Revoke MFA sessions and require re-register in the Microsoft Entra admin center.                

You could provide your admin this article for a better view: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…              

If you’re unsure who the Global Admin is within your organization, you can find guidance on locating them here: How do I find my Microsoft 365 admin? - Microsoft Support.                 

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.              

I really appreciate your patience, and I’m here to help. Looking forward to your response!.                     

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

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The symptoms indicate a tenant/account access problem that cannot be fixed from the client side and requires Microsoft support or an administrator with sufficient privileges.

Given that:

• Sign-in to the Microsoft 365 account fails,
• Microsoft Authenticator reports that the account cannot be found, and
• Email for the account is not working,

the tenant or user object is likely disabled, misconfigured, or otherwise not in a usable state in Microsoft Entra ID/Exchange Online. This is similar in impact to a tenant lockout where no admin can restore access on their own.

Required actions:

1. Open a support ticket with Microsoft
   • Use any other global admin account in the tenant, if one exists, to sign in to the Microsoft 365 admin center and open a critical support ticket.
   • If there is only one global admin and that account is the one that is locked/inaccessible, a data protection/tenant lockout case must be opened with Microsoft Support so they can validate ownership (using business documentation such as invoices) and restore access. This is the same pattern used when a global admin is locked out due to MFA issues.
2. Work with Microsoft’s Data Protection/Support team
   • After the support ticket is created, the Data Protection team will contact via phone or email.
   • They will verify tenant ownership and then help restore access to the tenant and the affected account (for example, by resetting authentication methods, re-enabling the account/mailbox, or correcting directory state as appropriate).
3. After access is restored
   • Sign in to the account in a browser to confirm it works.
   • Reconfigure Microsoft Authenticator for the account (add the work/school account again using the QR code or sign-in flow provided during setup).
   • Verify that email is working in Outlook on the web and any mail clients.

If no other global admin exists and the only admin account is the one that is inaccessible, direct engagement with Microsoft Support is mandatory; self-service recovery will not resolve this scenario.

References:

• Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A