MFA & Verification Issues

How to Fix Microsoft 365 Admin Account Locked Out Due to Authenticator

Maira Mehtab Sep 24, 2026 870 views

Question details

The user is locked out of their Microsoft 365 work administrator account because the Microsoft Authenticator app was not set up on their new phone, and the old phone is no longer accessible.

Product: Microsoft 365
Device & OS: not provided
Scenario: Trying to sign in to a Microsoft 365 work admin account without access to the previously configured Authenticator app.
Observed behavior: The login process is blocked because it requires multi-factor authentication (MFA) approval from the unavailable Authenticator app.

Before you start

Gather your tenant details, primary email address, and any alternative verification methods (like a backup phone number) before contacting support or another administrator.

Solution 1Recommended

Ask Another Global Administrator to Reset MFA

The fastest way to regain access is by having another administrator reset your multi-factor authentication settings.

If your organization has multiple global administrators, any of them can manage user authentication methods. This bypasses the need for Microsoft support.

Contact an admin

Reach out to another global administrator within your organization via phone or an alternative communication method.

Access Entra Admin Center

Ask the administrator to sign in to the Microsoft Entra admin center and navigate to 'Users' > 'All users'.

Require re-registration

Have the administrator select your user profile, go to 'Authentication methods', and click 'Require re-register MFA'.

Set up new phone

Attempt to sign in to your admin account again. You will be prompted to set up the Microsoft Authenticator app on your new phone.

Solution 2

Contact Microsoft Business Support

If you are the only global administrator, you must contact Microsoft Data Protection to verify your identity.

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Frequently Asked Questions

Can I bypass Microsoft Authenticator if I lost my phone?

You cannot bypass the MFA requirement if it is enforced by your organization. You must either use a backup authentication method (like SMS or a backup email, if previously configured) or have another administrator reset your MFA settings.

What happens if I am the only global admin and get locked out?

If you are the sole global administrator, you cannot reset your own access. You will need to contact Microsoft Business Support and work with their Data Protection team to securely verify your identity and regain access.

How do I transfer Microsoft Authenticator to a new phone?

Before losing access to the old phone, enable cloud backup in the Authenticator app settings, then recover those credentials on the new phone. Alternatively, re-register the new device via your organization's 'Security info' settings online.

Login & Account Issues