MFA & Verification Issues

How to Recover Microsoft 365 Admin Access After Losing Phone

Steve K Sep 27, 2026 869 views

Question details

A global administrator is locked out of their Microsoft 365 Business account after losing the phone used for multifactor authentication.

How to Recover Microsoft 365 Business Admin Access After Losing Phone

Product: Microsoft 365 Business
Device & OS: not provided
Scenario: The administrator lost their MFA device and cannot bypass the sign-in verification, blocking access to the admin portal and preventing other users from getting help.
Observed behavior: The administrator is continuously prompted for an MFA code or approval that they cannot provide, preventing login to the Microsoft 365 account.

Before you start

Check if your organization has a secondary Global Administrator account, as having another active admin drastically simplifies the recovery process.

Solution 1Recommended

Reset MFA Using Another Global Administrator Account

Use this method if your organization has an alternative Global Administrator who can log in to the admin center.

Microsoft allows Global Administrators to manage verification settings for all users, including other administrators. If a secondary administrator is available, they can clear your current MFA session.

Log in to Microsoft 365 Admin Center

Have the secondary administrator sign in to the Microsoft 365 Admin Center using their active admin credentials.

Navigate to Active Users

Go to 'Users' and then click on 'Active users' in the left-hand navigation menu to find the locked-out administrator's account.

Manage MFA Settings

Select the locked-out user, click on 'Manage multifactor authentication', and choose the option to 'Require selected users to provide contact methods again'.

Register a New Phone

Once the MFA requirements are reset, sign in with your original administrator email and password. You will be prompted to register a new phone or authenticator app.

Reset MFA Using Another Global Administrator Account

Fastest Recovery Method: This is the quickest way to regain access without needing to verify company ownership over the phone with Microsoft Support.

Solution 2

Contact Microsoft Business Support for Admin MFA Reset

Use this method if you are the only Global Administrator for the organization and cannot bypass the MFA prompt.

Free Microsoft Office alternative

Keep Your Team Working While Locked Out with WPS Office

While you wait for Microsoft Support to reset your admin MFA, your team doesn't have to stop working on critical documents. WPS Office is a powerful, free alternative that lets you create, edit, and share files seamlessly without cloud login roadblocks.

1. Download the Installer: Visit the official WPS Office website and download the free installer for your operating system.
2. Install the Software: Run the setup file and follow the quick on-screen instructions to install the suite.
3. Open Your Office Files: Launch WPS Office and directly open your existing Microsoft Word, Excel, or PowerPoint files to continue working immediately.

Fully compatible with Microsoft Word, Excel, and PowerPoint formats (.docx, .xlsx, .pptx).Free and lightweight alternative to Microsoft 365 applications.Work entirely offline without requiring a cloud login or complex MFA setups.Familiar user interface makes it easy for your team to transition instantly without training.

microsoft office alternative - wps office

Frequently Asked Questions

How long does it take for Microsoft Support to reset admin MFA?

When contacting the Microsoft Data Protection team, the identity verification process can take anywhere from a few hours to several days. The timeframe depends on current support ticket volume and how quickly you can provide the required domain and business documentation.

Can I bypass the Microsoft Authenticator app if I lost my phone?

You can only bypass the Authenticator app if you previously set up an alternative authentication method, such as a secondary phone number for SMS or an alternate email address, in your Microsoft 365 security settings. If you click 'Sign in another way' and no options appear, you must reset your MFA.

Will resetting my MFA delete any company data in Microsoft 365?

No. Resetting your multifactor authentication settings only clears the registered security devices from your account and prompts you to register a new one upon your next login. All of your emails, files, SharePoint sites, and administrative settings will remain completely intact.

Login & Account Issues