Reset MFA so I can log in to Azure Portal

Question

Reset MFA so I can log in to Azure Portal

Skuli Skulason 0

I can not get help from Microsoft resetting MFA for my log in to Azure Portal. When I try to create a support ticket I always have to log in! I can not call them I just get a dum agent not a real person. I’m being billed ever month for a service that I can not log into! Can please someone help me here on what to do?

Shubham Sharma 17,930 Reputation points Microsoft External Staff Moderator

2026-04-16T10:05:40.6466667+00:00

Hello Skuli Skulason

Thank you for reaching out to Microsoft Q&A.

To resolve this, the recommended approach is to contact the Microsoft Data Protection team. You can reach them by calling Microsoft Customer Service using the phone numbers listed here: Customer service phone numbers - Microsoft Support.

If you have access to another tenant or subscription where you still have Global Administrator privileges, you may also raise a support request from there to get assistance in restoring access to the affected tenant.

For future reference and to help prevent tenant lockouts, please check: Preventing tenant lockouts - Microsoft Learn.

If neither option is possible, please don’t worry—let us know, we are happy to assist you further!
Shubham Sharma 17,930 Reputation points Microsoft External Staff Moderator

2026-04-17T10:07:14.83+00:00

Hello Skuli Skulason

Following up to check if the resolution provided was helpful. Please let us know if you need any further assistance.
Skuli Skulason 0 Reputation points

2026-04-17T10:28:45.2833333+00:00

No this has not been resolved. The link you provided gives a 404 error. There is no other global admin, this is my personal account.
Shubham Sharma 17,930 Reputation points Microsoft External Staff Moderator

2026-04-17T10:33:16.1566667+00:00

Skuli Skulason

Thank you for your reply

I have shared the link again: -

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

https://learn.microsoft.com/en-us/partner-center/customers/gdap-preventing-tenant-lockouts

Thank you
Skuli Skulason 0 Reputation points

2026-04-17T10:36:14.89+00:00

I have tried calling this number. I have reached to the point where I have to spell out my account name, that name is very long and complex so the agent (not a person) can not understand it and it fails all the time. I need to speak to a REAL person or do it in another way
Shubham Sharma 17,930 Reputation points Microsoft External Staff Moderator

2026-04-17T13:06:15.45+00:00

Skuli Skulason

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

Please send me the detail via private message. So, we can assist you further.

1 answer

Your answer

Shubham Sharma 17,930 Reputation points Microsoft External Staff Moderator

2026-04-16T10:05:40.6466667+00:00

Hello Skuli Skulason

Thank you for reaching out to Microsoft Q&A.

To resolve this, the recommended approach is to contact the Microsoft Data Protection team. You can reach them by calling Microsoft Customer Service using the phone numbers listed here: Customer service phone numbers - Microsoft Support.

If you have access to another tenant or subscription where you still have Global Administrator privileges, you may also raise a support request from there to get assistance in restoring access to the affected tenant.

For future reference and to help prevent tenant lockouts, please check: Preventing tenant lockouts - Microsoft Learn.

If neither option is possible, please don’t worry—let us know, we are happy to assist you further!
Shubham Sharma 17,930 Reputation points Microsoft External Staff Moderator

2026-04-17T10:07:14.83+00:00

Hello Skuli Skulason

Following up to check if the resolution provided was helpful. Please let us know if you need any further assistance.
Skuli Skulason 0 Reputation points

2026-04-17T10:28:45.2833333+00:00

No this has not been resolved. The link you provided gives a 404 error. There is no other global admin, this is my personal account.
Shubham Sharma 17,930 Reputation points Microsoft External Staff Moderator

2026-04-17T10:33:16.1566667+00:00

Skuli Skulason

Thank you for your reply

I have shared the link again: -

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

https://learn.microsoft.com/en-us/partner-center/customers/gdap-preventing-tenant-lockouts

Thank you
Skuli Skulason 0 Reputation points

2026-04-17T10:36:14.89+00:00

I have tried calling this number. I have reached to the point where I have to spell out my account name, that name is very long and complex so the agent (not a person) can not understand it and it fails all the time. I need to speak to a REAL person or do it in another way
Shubham Sharma 17,930 Reputation points Microsoft External Staff Moderator

2026-04-17T13:06:15.45+00:00

Skuli Skulason

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

Please send me the detail via private message. So, we can assist you further.

Answer 1

Use depends on whether there is another Global Administrator in the tenant.

If there is another Global Admin Ask that admin to reset the MFA registration so the account can be set up again:

The other admin signs in to the Azure portal and opens the Microsoft Entra admin center.
Go to Identity > Users > All users.
Select the locked-out user account.
Open Authentication methods.
Select Require re-register multifactor authentication.
Sign in again with the affected account and complete MFA registration on the new device.

This is the standard way to reset MFA for a user whose phone/app is lost or broken.

If there is NO other Global Admin (only admin is locked out) This is a tenant lockout scenario. In that case, only Microsoft Support (Data Protection / Tenant Recovery team) can reset MFA after verifying tenant ownership.

Because sign-in is blocked and a support ticket in the portal cannot be created, use one of these paths from similar resolved cases:

Option A – Call Global Customer Service (preferred)

Call the regional Customer service phone numbers - Microsoft Support listed in the documentation.
When the IVR/automated system asks, clearly state:
- Issue: “Authenticator / Multi-Factor Authentication reset.”
- Product: “Office 365 for business” or “Microsoft 365 for business” (company account).
- Confirm: “Yes, administrator” and “No, there is no other administrator.”
- Ask: “I need to create a ticket and be transferred to the Data Protection Team for tenant recovery and MFA reset.”
Once connected to an agent, explain that:
- The only Global Admin is locked out due to MFA.
- The tenant is still being billed but cannot be accessed.
- A Data Protection / Tenant Recovery case is required to reset MFA.

Support will then validate identity/ownership (business docs, domain, billing info, etc.) and perform the MFA reset on the admin account.

Option B – Create a temporary tenant to open a ticket (workaround)

If it is impossible to reach a live agent via phone:

Sign up for a new Microsoft 365 tenant using a trial subscription.
In that new tenant, sign in to the admin center as Global Admin.
From there, create a support request asking to speak with the Data Protection team on behalf of the original (locked) tenant and request an MFA reset for the only Global Admin.

Support will then contact back and proceed with verification and recovery for the original tenant.

These are the supported recovery paths when an admin is locked out by MFA and cannot open a ticket from the affected tenant.

References: