HOW TO RESET MFA - IM THE ONLY GLOBAL ADMINISTRATOR

Hi @LABORIS HRS DOO NOVI SAD,

Based on your description, your situation will most likely require assistance from the Microsoft Data Protection team, as they have the tools and verification processes needed to validate ownership and help restore access to administrator accounts when the only Global Administrator has lost access to their MFA method.

I understand you've already tried contacting Microsoft support without much success. However, I would recommend calling them again: Contact Microsoft customer support and using the following tips to see whether they help you navigate the IVR system more effectively and reach the appropriate support team:

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

During the phone call, you will need to provide the information you have received through your subscription, such as: Your company name, billing information, phone number, alternate email address, etc. Therefore, our privacy team can help you reset your multi-factor authentication, and after the reset, you can add your account back to your authenticator app on your new phone and set it up from scratch or choose a different authentication method to log in to your account.  

If calling support hasn’t been effective so far, there is a workaround you might consider. You can create a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365  

Once the new tenant is created, you’ll be able to sign in to the Microsoft 365 admin center and submit a support ticket from there. In your request, clearly explain that you need help with regaining access to an administrator account in your original tenant and ask to be routed to the Data Protection team. This approach typically ensures that the ticket is properly assigned and handled by a real support engineer rather than remaining stuck in automated flows or disconnected mid-process.   

Important notes:   

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.  
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.  
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

I hope you can give these suggestions a try and that they help you move forward with regaining access to your tenant.

Thank you for taking the time.

If you are the only Global Administrator and have lost access to your Microsoft Authenticator device, you cannot reset MFA yourself because there is no other administrator available to reset your authentication methods.

Please create a Microsoft Technical Support ticket and request assistance with Global Administrator account recovery/MFA reset. Microsoft Support will verify your identity and tenant ownership before restoring access.

If you have another admin account with sufficient permissions, that administrator can reset your MFA instead.