Forum Discussion
Problem 2fa authenticator
"Hello, I am the Microsoft 365 administrator. I have encountered a problem: I changed my phone and forgot to enable the 2FA feature in the Authenticator on the new phone. Now, I can't access my admin page. Is there a solution to this? Please help me."
5 Replies
Thank you but the email address was removed. I'm not even sure how you got a support person to help. I've tried every avenue I can think of with no luck.
To prevent account lockout, it is recommended to have a break glass account that is solely used to access your tenant when no other admin account is able to authenticate or for exigencies. Also, you should have at least three (3) global admin credentials for your tenant.
Useful Article
https://learn.microsoft.com/en-us/entra/identity/role-based-access-control/security-emergency-access
Thank you.
Some people that are new to admin setup may not know things like this. I'm finding it to be increasingly concerning the level of difficulty to contact a support person for issues like this. I have a similar issue where the 2fa phone number that was originally set up for the admin account is no longer in existence and can not be recovered. There is now no way to access the admin account to submit a ticket and there is no other way to talk to a live human being that can help. I've tried every phone number I could find, LinkedIn page, email and have even gone as far as contacting sales just to talk to a live person only to be disconnected after 30 minutes on hold and now no one will respond to any of my messages. This by far the worst tech support / customer service I've ever experienced. How can Microsoft sit by and treat it's customers this way?????? I would love to know if there has been any answer or resolution to this.
The issue has been resolved for me; I contacted the support team, and they fixed it. Provide them with all the information, and they will resolve it. Contact this person, his name is Léon. email address removed for privacy reasons
