I lost access to my authenticator and now I can't log into my Office 365 admin account, can anyone help me resolve this?

Hi @Kiangebeni Jesus

Thank you for posting your question on the Microsoft Q&A forum.

We know you're struggling with Microsoft 365 admin account issues. I fully understand how frustrating and urgent this situation is. Thank you for your patience, and we'll guide you to the right support channels.

As a member of the Microsoft Q&A forum, you have limited access to your administrator account to protect your security and privacy. Issues related to administrator account lockouts require a verification process that can only be verified by Microsoft's dedicated data protection team. Therefore, the most efficient solution is to contact Microsoft support directly.

However, we can provide you with the exact steps to contact support. If you want to get help yourself, we recommend the following methods:

Option 1: Contact Microsoft Data Protection Support by phone (default method)

Since you are the only administrator and your account is locked, the most direct way is to contact Microsoft Support. The full list of area codes can be found on the following official page: Customer service phone numbers - Microsoft Support

To connect to the right team faster, you may need to use an automated phone system (IVR). Here's a typical guidance script:

• When the system asks you what product you are calling for, it says "Office 365 for Business."
• When asked why they are calling, they say "Unable to log in" or "Authentication issue".
• The system will most likely ask if you are an administrator. Say "yes".
• You will then be asked if you are the only administrator. Say "yes".
• Finally, you'll be asked if you want to create a service request or speak with an agent. Say "yes".

This process connects you with a real agent who will create a service request for your data protection team. They will then contact you to help you regain access.

Option 2: Create a temporary account to submit a support ticket (alternative method)

If it's difficult to get in touch with an agent over the phone, there is a reliable solution. Create a new temporary Microsoft 365 account so you can contact support online.

• Use this link to sign up for a new Microsoft 365 Business trial: (Microsoft 365 Business Plans and Pricing | Microsoft 365. You will need to use a different personal email address to register
• Once your trial account is created, sign in to the admin center.
• Open a new service request in the admin center.
• In the ticket description, explain that your primary tenant (your.onmicrosoft.com) is locked and you need to contact your data protection team to regain access. Please provide the information of the locked account and contact information that you can contact.

Important: Cancel your trial subscription after the original account issue has been resolved to avoid being charged in the future.

We are confident that our data protection team can help you solve this problem. Try the most direct method - the phone option first. Let us know if you have any questions about this step.

I look forward to your answer.

We appreciate your kind patience and understanding that sometimes the initial response may not immediately resolve the issue or there may be some misunderstandings about your scenario, but we would love to hear updates from you and find out further suggestions. 

Thank you for your kindness and understanding. If you need anything else, please feel free to contact me.  

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