Cannot log into Azure due to MFA

Question

Cannot log into Azure due to MFA

Radek Hajný 21

I am having trouble logging into Entra ID due to MFA. The Microsoft Authenticator app was installed on a device whose operating system completely failed and had to be reinstalled. The tenant has no break-glass account.

I am the only Global Administrator in the tenant, which qualifies this as a tenant lockout scenario. I understand that I need to involve Microsoft’s Data Protection team through a support ticket to restore access — but how can I proceed?

VEMULA SRISAI 13,985 Reputation points Microsoft External Staff Moderator

2025-11-26T08:56:52.9933333+00:00
Hello Radek Hajný ,

Thanks for reaching out. Based on your description, this is a tenant lockout: you’re the sole Global Administrator and your MFA device was wiped. In this scenario, Microsoft’s Data Protection team can help reset authentication so you can regain access.

To assist you further and forward this to Microsoft’s Data Protection Team, we need some additional information. As this involves Personally Identifiable Information (PII), please share the following details with us in private message only (do not post publicly):

Contact phone number (including country code)

Email address (affected account)

Country

Time zone

Tenant Id

Azure subscription ID
Qihan Liu 3,211 Reputation points Student Ambassador Volunteer Moderator

2025-11-26T08:57:02.0133333+00:00

Hi,

Please view the list of global customer support service phone numbers here: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2.

After calling support, you may be asked to answer several questions by the bot. Be sure to mention that you are a business user, and that you are the only global admin in your tenant.

You may also request the support personnel to escalate your case to the Data Protection team.

Your answer

VEMULA SRISAI 13,985 Reputation points Microsoft External Staff Moderator

2025-11-26T08:56:52.9933333+00:00

Hello Radek Hajný ,

Thanks for reaching out. Based on your description, this is a tenant lockout: you’re the sole Global Administrator and your MFA device was wiped. In this scenario, Microsoft’s Data Protection team can help reset authentication so you can regain access.

To assist you further and forward this to Microsoft’s Data Protection Team, we need some additional information. As this involves Personally Identifiable Information (PII), please share the following details with us in private message only (do not post publicly):

Contact phone number (including country code)

Email address (affected account)

Country

Time zone

Tenant Id

Azure subscription ID
Qihan Liu 3,211 Reputation points Student Ambassador Volunteer Moderator

2025-11-26T08:57:02.0133333+00:00

Hi,

Please view the list of global customer support service phone numbers here: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2.

After calling support, you may be asked to answer several questions by the bot. Be sure to mention that you are a business user, and that you are the only global admin in your tenant.

You may also request the support personnel to escalate your case to the Data Protection team.