Reset MFA for global admin account

Question

Reset MFA for global admin account

Christiaan Moolman 20

We have a new client that require changes made on their Tenant. The previous IT company had the MFA for the global admin account setup on a mobile phone. The phone got damaged and during the repair process the phone cot factory reset. The owner of the phone did not backup the Microsoft Authenticator and no longer have access to the MFA. I have contact with the owner of the company and he is more than willing to assist from his side.
How do I proceed in getting the MFA reset on the Global admin account to get the MFA reset?

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Hi Christiaan Moolman

Please note that we are not Microsoft support, and this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, do not have backend access and cannot directly intervene in Microsoft products or features. Our role is limited to providing technical guidance and best practice recommendations based on reported issues, requests, or ideas.

May I kindly check whether there is another Global Administrator within the affected organization whom you could reach out to?

If so, you may consider contacting them, as they typically have the required permissions to assist with re-registering the multi-factor authentication (MFA) methods of other Global Administrators.

For more detailed information, you may refer to the following guidance: Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID |…

If there is no other Global Administrator and the affected Global Administrator is the sole administrator of the tenant, the next step would be to contact Microsoft Support directly. In this situation, please contact the Support team by calling the phone number listed under Customer service phone numbers - Microsoft Support.

An agent will be able to create a support ticket under the affected tenant and escalate it to the Data Protection team, who can assist with regaining access.

Please note that an AI system may initially handle the call. It is recommended to follow the prompts carefully to ensure the call is routed to a live support agent.

Alternatively, it may be helpful to set up a Microsoft 365 Business Basic trial, as this provides access to the Microsoft 365 Admin Center, where a support ticket can be submitted directly.

Step 1: Create a trial business account: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license.

Step 2: Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of the affected tenant

Step 3: Click Help & Support

Note: This method does not require the new account to be used for business purposes. Instead, it can be used to create a temporary Global Administrator account for submitting a support request. The trial is available free of charge for one month. To avoid any automatic renewal or charges from Microsoft, it is recommended to cancel the trial after the support request has been submitted.

The following guide provides detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

Additionally, if applicable and your tenant has a Microsoft 365 business subscription, you may also raise a support ticket on behalf of the affected tenant, in addition to the trial approach.

I sincerely hope this information provides helpful direction and additional insight.

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