MFA Azure live ID not working / no reset possible. Where to turn for support?

Question

MFA Azure live ID not working / no reset possible. Where to turn for support?

Moriz Kaufmann 20

Hi,

cannot log into Azure Portal with my Live ID. Tried several ways to reset my billing data and authentication method, without success.

I still have 2 Azure subscriptions on it via VS Subscription. When trying to access, I am being asked for a 6 digit code, but my MS authenticators' code has 8 digits. I can also see an old phone number (which I cannot choose as an alternative to log in).

I think even though this is about a Live ID account, the billing and auth info comes from work account (otherwise I assume my auth methods would match or resetting them in Live ID would have worked).

Tried to reset MS authenticator, disabling 2FA in account.microsoft.com, tried adding passkey, tried using other OTP apps or remove all auth methods except 1, tried changing to Azure when logged into Office Online Apps, tried to create a new Azure subscription... all without any progress.

I have the feeling there is no way I can access my account without MS staff interfering, e.g. by updating my billing data and MS authenticator (e.g. to match my live IDs data).

I think data protection team might be responsible, but I couldn't get through to them. Also not sure where to open the ticket, since Azure support got very confused in the past because I created an Azure ticket from another tenant.

I am looking for guidance either how to resolve or where to address this issue.

Hope you guys can help. Thanks for your time and responses.

KR

Moriz

Moriz Kaufmann 20 Reputation points

2026-05-26T16:11:04.2966667+00:00

side note: I do NOT have an M365 subscription (e.g. M365 Business Premium or family) on my live ID. So I cannot access aka.ms/mfasetup

So my personal account is not Global Admin I suppose. It is the only Azure Subscrption Owner in my tenant.

Passkey login seems to work at first, but either MS authenticator code or sign-in push from authenticator is required in second step. While Code is 8 instead of 6 digits, sign-in push isn't received. I had to reset my phone a couple of months ago, but logged into MS authenticator on my phone with my Live ID.
Moriz Kaufmann 20 Reputation points

2026-05-26T16:17:28.3566667+00:00

@Anonymous created a new question from old MS learn question (6 digit vs 8 digit MS authenticator code). Does Data Protection team support this? How can they be contacted (if no login to Azure is possible on same account to create a ticket from there)?
Rukmini 43,915 Reputation points Microsoft External Staff Moderator

2026-05-27T09:00:25.96+00:00

Hello Moriz Kaufmann

Based on the details you’ve shared, this appears to be a tenant lockout scenario.

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

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
Rukmini 43,915 Reputation points Microsoft External Staff Moderator

2026-05-28T11:30:04.9233333+00:00

Hello @Moriz Kaufmann

Following up to see if you were able to create the support ticket, otherwise please let us know, we are happy to assist you further!

1 answer

Your answer

Moriz Kaufmann 20 Reputation points

2026-05-26T16:11:04.2966667+00:00

side note: I do NOT have an M365 subscription (e.g. M365 Business Premium or family) on my live ID. So I cannot access aka.ms/mfasetup

So my personal account is not Global Admin I suppose. It is the only Azure Subscrption Owner in my tenant.

Passkey login seems to work at first, but either MS authenticator code or sign-in push from authenticator is required in second step. While Code is 8 instead of 6 digits, sign-in push isn't received. I had to reset my phone a couple of months ago, but logged into MS authenticator on my phone with my Live ID.
Moriz Kaufmann 20 Reputation points

2026-05-26T16:17:28.3566667+00:00

@Anonymous created a new question from old MS learn question (6 digit vs 8 digit MS authenticator code). Does Data Protection team support this? How can they be contacted (if no login to Azure is possible on same account to create a ticket from there)?
Rukmini 43,915 Reputation points Microsoft External Staff Moderator

2026-05-27T09:00:25.96+00:00

Hello Moriz Kaufmann

Based on the details you’ve shared, this appears to be a tenant lockout scenario.

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

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
Rukmini 43,915 Reputation points Microsoft External Staff Moderator

2026-05-28T11:30:04.9233333+00:00

Hello @Moriz Kaufmann

Following up to see if you were able to create the support ticket, otherwise please let us know, we are happy to assist you further!

Answer 1

For this scenario, self-service options are effectively exhausted and intervention from Microsoft support is required. The behavior (personal/Microsoft account “Live ID” used as a guest/admin in a tenant, 8‑digit app code vs. 6‑digit prompt, and no usable phone method) matches cases where the Azure MFA profile is stuck or misaligned between a personal account and a work/tenant context.

Supported paths based on similar resolved cases:

If the Live ID is a guest/admin in a tenant
- Sign in to the tenant with another account that has Global Administrator rights (or create one if possible in that tenant).
- In the Microsoft Entra admin center, go to:
  - Identity → Users → All users
  - Select the affected Live ID user
  - Open Authentication methods
  - Select Require re-register multifactor authentication
- After this, sign in again with the Live ID; it should force a fresh MFA registration and allow configuring a working method (Authenticator, SMS, etc.).
This is the same pattern used in the referenced resolutions where admins reset MFA for stuck accounts.
If there is no other Global Administrator or no tenant access at all
- This becomes a Data Protection / Tenant Recovery case.
- Contact Microsoft frontline support using the regional Customer service phone numbers and request a ticket with the Data Protection team for MFA reset / tenant recovery.
- Clearly state:
  - The account is a personal Microsoft account (Live ID) with Visual Studio–based Azure subscriptions.
  - MFA cannot be completed because the Authenticator app shows 8‑digit codes while Azure prompts for 6‑digit codes, and the registered phone number is obsolete.
  - There is no other admin who can reset MFA.
- Data Protection follows a verification process (ownership proof, tenant details) and can reset MFA registration from their side, as described in similar cases.
If the account is locked or throttled due to repeated attempts
- If repeated failed sign-ins have occurred, wait and avoid further attempts for a period, then retry once support has adjusted MFA or after a reset is triggered.
If all security info is lost on a Microsoft account
- For a pure Microsoft account (not work/school), if all security info is inaccessible, use the account recovery form path:
  - Review Help with the Microsoft account recovery form.
  - Submit via Recover account.
- This is only applicable if the problem is purely on the Microsoft account side and not the tenant MFA profile.

Given the description (Live ID tied to Azure subscriptions, mismatched MFA behavior, and no working methods), the practical resolution is to:

Use another Global Admin to run Require re-register MFA on the affected user if possible; otherwise
Open a support case via phone and have it escalated to the Data Protection team for MFA reset / tenant recovery.

References: