I lost access to my Microsoft 365 account; I am the administrator, and my phone (including the Authenticator app) was stolen.

Rhandolp Rettis Del Alcázar 0 Reputation points
2026-09-13T21:29:57.0766667+00:00

Soy el único Administrador Global de nuestro tenant Microsoft 365. Mi teléfono fue robado y era el único dispositivo con Microsoft Authenticator. No puedo completar la autenticación multifactor (MFA) y he quedado bloqueado fuera del tenant. Solicito asistencia para la recuperación del acceso administrativo y el restablecimiento de los métodos de autenticación. (@contara.pe).

He tratado de usar métodos alternos para ingresar a mi cuenta y ha fracasado. Tengo mi usuario y contraseña a la mano, falta authenticator)

I am the sole Global Administrator for our Microsoft 365 tenant. My phone was stolen, and it was the only device with Microsoft Authenticator. I am unable to complete multi-factor authentication (MFA) and have been locked out of the tenant. I am requesting assistance to recover administrative access and reset authentication methods. (@contara.pe)

I have tried using alternative methods to access my account, but it hasn't worked. I have my username and password at hand; the authenticator is the missing piece.

<Moderator's note: Personal Identifiable Information removed>

Moved from: Microsoft Security | Microsoft Authenticator

Microsoft 365 and Office | Subscription, account, billing | For business | Other

1 answer

Sort by: Oldest
Most helpful Newest Oldest
  1. Teddie Dang 1,265 Reputation points Independent Advisor
    2026-09-13T23:29:51.87+00:00

    Hi @Rhandolp Rettis Del Alcázar

    I noticed that this thread contains both English and Spanish. Since this is the en-us forum and your latest response was in English, I'll reply in English to help keep the discussion accessible for other community members who may wish to follow the case or offer support.

    According to your situation, since you are the only Global Administrator and you are completely locked out from the tenant. So, only Microsoft Support team can help you in this MFA issue. You might need to contact them via phone service number: Customer service phone numbers - Microsoft Support. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.  

    When a call is made to support, the first step is to provide an automated voice response from AI. Be careful, you won't be able to speak to a support representative if you don't respond appropriately here. 

    Here's an example of a response that actually led to a support representative. Please refer to it:

    Q. Can you tell me if you are calling as a home user who uses a product or service at home or a business user who uses it in your business to provide the best assistance? 
A.I am a business user. 
Q. Thank you. Can you give me the details of your inquiry? 
A. Login technical support. 
Q. First of all, can you tell me which products you are inquiring about today? 
A. Microsoft 365 business Standard。 
Q. Please wait a moment, I understand Microsoft 365. Are you calling about a new case or an existing one? 
A. New. 
Q. To receive phone support, your phone number must be associated with your Microsoft 365 admin profile. To do this, go to aka.ms/m365profile. Again, it aka.ms/m365profile . This can take 48 hours. In the meantime, you can go to aka.ms/m365profile and file a case online. If you prefer, you can also text the link to the phone number you are calling. What do you think? 
A. The phone number is already linked to the link. 
Q. Can you tell me about the products in your inquiry? 
A. Microsoft 365 Business Standard. 
Q. Are you a Global Administrator? 
A. That's right. 
Q. I'm sorry. I didn't understand. Are you a global administrator for your domain? 
A. Yes, I am a global administrator for the domain. 
Q. If you have any inquiries, you can contact a Microsoft representative. Are you sure? 
A. Yes. Please. 
Q. Yes, I understand. Please wait a moment.

    Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days. I know that this is not a convenient solution to hear but it seems to be the only way, and it's recommended that you should have a secondary/backup Global Administrator to fix this issue on your own.    

    In case the phone line is not supportive, you can consider directly submitting a support request as a helpful workaround:   

    -Create a temporary Microsoft 365 tenant using a trial license: 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.    

    -Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of your primary (locked) account.   

    -Click Help & Support > then choose Create a support request.    

    Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request, as your original global administrator account is locked out due to issues with multi-factor authentication. The trial account is free for one month. Be sure to delete it after submitting your support request to avoid any automatic renewals or charges from Microsoft.     

    For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn.   

    I hope this points you in the right direction, and I wish you success in recovering access to your tenant.

    Was this answer helpful?

    0 comments

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.