How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator?
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PRS Review Support
10
Reputation points
I have a Microsoft Office Business Basic account. I am the only admin using ******@prsreview.com Recently, I got a new phone and lost access to my Microsoft Authenticator app.
Now, every time I try to log in on Azure, Microsoft asks for a verification code from the Authenticator app, which I no longer have access to even though I've reinstalled the app. I’m stuck in an endless MFA loop—I need the app to verify my identity, but I can’t access the app without verifying my identity first.
I’ve tried account recovery, and while it allows me to reset my password, I still can’t log into my account because I’m always prompted for the Authenticator code. I also can’t disable two-factor authentication (2FA) since I need to verify my identity using the same app I no longer have.
I urgently need help regaining full access to my accounts.
Microsoft Security | Microsoft Entra | Microsoft Entra ID
{count} votes
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Aditya N 5 Reputation points Microsoft External Staff Moderator2025-08-26T12:30:38.8266667+00:00 Welcome to Microsoft Q&A Platform. Thank you for reaching out & hope you are doing well.
I see that you're experiencing difficulties signing in to your Microsoft account due to a request for multi-factor authentication.
Requesting you to please follow these steps:
- Visit My Sign-Ins | Security Info | Microsoft.com. You will be prompted to log in with your credentials. After entering your account details and password, a page will open as shown in the picture below.
- In the Security Info tab, review the available sign-in methods for your account.
- If a Multi-Factor Authenticator is already set up, please delete the existing MFA.
- Next, click on "Add sign-in method" (highlighted in green in the screenshot above). This will open the pop-up window shown below.
5. Select Microsoft Authenticator, then follow the on-screen instructions to add a new Multi-Factor Authenticator to your account.
- Once you've completed these steps, close your browser and try logging in to your account again.
Please reach out to us in case of any further query.
Thanks,
Aditya
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Javier Hernandez 0 Reputation points2025-08-26T13:15:37.15+00:00 So when I do the first step and try to sign in with the website you give me it asks me to put in the code for the Authenticator app but I’m here because I can’t get it and the codes don’t send.
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Javier Hernandez 0 Reputation points
2025-08-26T13:15:57.7833333+00:00 So when I do the first step and try to sign in with the website you give me it asks me to put in the code for the Authenticator app but I’m here because I can’t get it and the codes don’t send.
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Abhishek Jain 10 Reputation points2025-08-27T11:38:49.4966667+00:00 Again doesnt work. Asks for MFA to get into that website as well. can you engage your Data Protection team through a support ticket to help restore access to the tenant and assist in resolving the issue?
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Aditya N 5 Reputation points Microsoft External Staff Moderator
2025-08-29T02:10:32.6666667+00:00 Hello PRS Review Support
Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process.
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
- Time Zone
- Tenant id/ Domain Name
Please send me the detail via private message.
We can then connect offline to discuss further and assist you in resolving this issue.
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