Unable to sign-in to Microsoft 365 admin account using 2fa

Question

Unable to sign-in to Microsoft 365 admin account using 2fa

Christian Nylén 140

I am trying to help a customer of our who has been locked out of hers 365 account and that account is the global admin account. The Authenticator app was on a phone that died and there are no other 2FA activated like sms on that account. Can you help us with Data Protection team?

Regards
/Christian

Shubham Sharma 17,925 Reputation points Microsoft External Staff Moderator

2025-12-02T14:09:34.43+00:00
Hello Christian Nylén

To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message only:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Tenant Name

Country

Time Zone

Tenant id/ Domain Name

Subscription id

Answer accepted by question author

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Your answer

Shubham Sharma 17,925 Reputation points Microsoft External Staff Moderator

2025-12-02T14:09:34.43+00:00

Hello Christian Nylén

To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message only:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Tenant Name

Country

Time Zone

Tenant id/ Domain Name

Subscription id

Answer 1

Shubham Sharma 17,925 Microsoft External Staff Moderator

Hello Christian Nylén

We engaged with the Microsoft Data Protection team we have received the confirmation that your MFA issue has been resolved now.

If the query has been resolved, please take a moment to accept the answer and upvote it 👍 to make it helpful to the community.

Thank you for helping to improve Microsoft Q&A!

Christian Nylén 140 Reputation points

2026-09-08T14:11:56.6266667+00:00

Hello @Shubham Sharma

Is it possible you can help us again with the same issue with our country code is blocked in one tenent and sms 2FA is not working.