My MFA is broken and I can't access my gmail account in the portal.

If multifactor authentication is broken and access to the account is blocked, the recovery path depends on whether this is a work/school (Microsoft Entra / Microsoft 365) account or a personal Microsoft account.

For a work or school account using Microsoft Authenticator:

1. Try an alternative sign-in method
   • If any other verification method was configured (for example, office phone, SMS, or another app), use it:
     • Sign in as usual.
     • When prompted for verification, use the option such as “Sign in another way” and select the alternative method.
2. If no alternative method works (end user)
   • Contact the organization’s IT help desk or Microsoft 365 administrator and ask them to reset MFA for the account in Microsoft Entra Admin Center. After reset, the next sign-in will prompt to set up the Authenticator app again.
3. If no other admin can reset MFA (only global admin locked out)
   • This is a tenant lockout scenario. A support ticket with Microsoft is required so the Data Protection team can reset MFA and restore access. This is done through Microsoft support; forum moderators and tools cannot bypass this.

For a personal Microsoft account:

• Use the guidance in “Turning two-step verification on or off for your Microsoft account” to recover access or adjust MFA settings.

If the Authenticator app was deleted or the phone was reset:

• The MFA app must remain installed on a device as long as access to applications that require MFA is needed. If the app was removed and no backup or alternative method exists, MFA must be reset by support (for business tenants, via a support ticket to the Microsoft Data Protection team as described above).

If SMS verification is blocked (for example, number flagged with bad reputation):

• Microsoft support (Data Protection team) can reset MFA and clear the block as shown in similar resolved cases.

If none of the above options are available, direct engagement with Microsoft support is required to reset MFA and restore access.

References:

• Use a screen reader to set up and troubleshoot multifactor authentication
• Microsoft Invest - Troubleshoot Multi-Factor Authentication (MFA)
• Microsoft Curate - Troubleshoot Multi-Factor Authentication (MFA)
• Microsoft Monetize - Troubleshooting MFA
• Azure has blocked myphone number for SMS verification due to a “bad reputation” flag - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A