Forum Discussion
Solved
Not receiving SMS to reset account, 2 tickets raised, no response.
I cannot reset my password as I'm not receiving SMS messages to my mobile *only* for this service. I have other Microsoft 365 accounts that happily send me authentication SMS messages. I have 2 tickets raised (24593952 and 24390028) , but it's been over 2 weeks since I've had any reply. This is my own Work Account; we're also in the middle of planning to move out datacentres to the cloud and weighing up whether to Azure or AWS - tbh this sort of shoddy support makes me much more likely to go AWS.. Is it too much to expect someone to take responsibility for a ticket?
- Doesn’t sound right with your tickets. Something must be wrong. Call them and push for action. Good luck!
- Hello, this is not Microsoft support so no use sending your ticket numbers here 🙂
As you're an global admin I don't understand why you cannot sort this out? Why don't you just require a re-registration of MFA for that work account? https://docs.microsoft.com/en-us/azure/active-directory/authentication/howto-mfa-userdevicesettings#manage-user-authentication-options
Or use PowerShell https://docs.microsoft.com/en-us/powershell/module/msonline/reset-msolstrongauthenticationmethodbyupn?view=azureadps-1.0
I might be missing something obvious in your scenario.- It's my global admin account I'm locked out of... I can't reset the password, and the 2FA isn't being delivered.
- Ok. Must be other admins in your org? If not I would call support as you haven’t set up any alternate contact info for password reset.
https://docs.microsoft.com/en-us/microsoft-365/admin/contact-support-for-business-products?tabs=phone&view=o365-worldwide
- You are the Admin of that Tenant? Did you try just to disable 2FA temporarily, reset your password, be sure your connection works and re-enable 2FA?
