Microsoft Security | Microsoft Entra | Microsoft Entra ID
A cloud-based identity and access management service for securing user authentication and resource access
I am having trouble accessing my admin.microsoft.com account as authenticator doesn't work on my new phone.
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shelley
0
Reputation points
The MFA process doesn't work with my admin.microsoft.com account. Authenticator for my account was set up on a phone for which I no longer have admin access. I am the only administrator for my account. I tried setting up on my new phone, but it requires authentication on my old phone. It won't let my use a backup email or text options.
Happy to share my details with a support agent offline. Other posts says I have to post here to get a ticket opened.
Microsoft Security | Microsoft Entra | Microsoft Entra ID
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Rukmini 43,915 Reputation points Microsoft External Staff Moderator2025-12-24T20:24:22.97+00:00 Hello shelley,
Based on your description, it appears that you are unable to log in to the Azure portal due to a misconfigured Conditional Access policy. Could you please share the details of the policy you created? For example, is it a block policy? Has this policy been applied to all three Global Administrators in the tenant?Since none of the Global Administrators currently have access, this qualifies as a tenant lockout scenario. To resolve this, we will need to engage the Data Protection team by raising a support ticket to help restore 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:
Contact phone number (add +Country code)
Contact email address
Global admin email address (affected account)
Country
TimeZone
Please send me the detail via private message.
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