MFA reset / Locked out of Global Admin account

Question

MFA reset / Locked out of Global Admin account

Abdul Raop Amran 5

Hello Microsoft Support Team, I’m the only Global Administrator for the tenant: [xxxxxxxx.onmicrosoft.com]. I am locked out of the admin account: [@xxxxxx.onmicrosoft.com] due to an MFA issue – the Microsoft Authenticator app is stuck in a loop and no alternate MFA method is available. Please assist with manually resetting MFA or restoring access to this account. I can provide proof of ownership including invoice. Contact email:

Raja Pothuraju 32,395 Reputation points Microsoft External Staff Moderator

2025-08-14T15:08:56.6+00:00
Hello Abdul Raop Amran,

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

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

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.
Janůš Tomáš (146027) 0 Reputation points

2025-08-28T20:53:20.6466667+00:00

Hello, i have the same problem. Can I write you private message?

1 answer

Your answer

Raja Pothuraju 32,395 Reputation points Microsoft External Staff Moderator

2025-08-14T15:08:56.6+00:00

Hello Abdul Raop Amran,

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

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

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.
Janůš Tomáš (146027) 0 Reputation points

2025-08-28T20:53:20.6466667+00:00

Hello, i have the same problem. Can I write you private message?

Answer 1

Raja Pothuraju 32,395 Microsoft External Staff Moderator

Hello Abdul Raop Amran,

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to re-register MFA.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.

Raja Pothuraju 32,395 Reputation points Microsoft External Staff Moderator

2025-08-19T19:28:40.71+00:00

Hello Abdul Raop Amran,

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.

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MFA reset / Locked out of Global Admin account

1 answer

Your answer