MFA & Verification Issues

How to Reset Microsoft 365 Global Administrator Password and MFA

Emma Brown Oct 12, 2026 870 views

Question details

The user needs to recover access to a Microsoft 365 tenant when the only Global Administrator account fails the multifactor authentication (MFA) step.

How to Reset Microsoft 365 Global Administrator Password and MFA

Product: Microsoft 365
Device & OS: not provided
Scenario: The user is the sole Global Administrator for a Microsoft 365 tenant and has lost access to their primary MFA verification methods, such as their phone or Microsoft Authenticator app.
Observed behavior: The administrator successfully completes the password recovery process, but login continues to fail because the secondary MFA verification cannot be completed.

Before you start

Gather your Microsoft 365 tenant domain name, your administrator email address, and any company billing or registration details, as Microsoft support will require these to verify your identity.

Solution 1Recommended

Attempt Self-Service Recovery with Alternate Methods

Use the built-in password reset tool to check if you have any accessible backup verification methods configured.

Before escalating the issue to Microsoft Support, ensure that you have fully exhausted the self-service recovery options. Sometimes, an alternate email or phone number is linked to the account and can be used to bypass the primary authenticator.

Initiate password reset

Navigate to the Microsoft 365 sign-in page, enter your Global Administrator email address, and select 'Forgot my password'.

Check alternative verification methods

Follow the prompts. When asked for MFA verification, look for an option that says 'Sign in another way' or 'I can't use my Microsoft Authenticator app right now'.

Complete verification

Select a backup email address or alternate phone number if available, receive the verification code, and complete the sign-in process.

Attempt Self-Service Recovery with Alternate Methods

Solution 2

Contact Microsoft Data Protection Team

If you are the only Global Administrator and self-service recovery fails, you must contact Microsoft Support to reset the backend MFA configuration.

Free Microsoft Office alternative

Use WPS Office as a Seamless Alternative to Microsoft 365

While you wait for your Microsoft 365 administrator account access to be restored, you don't have to halt your productivity. WPS Office offers a free, lightweight, and highly compatible alternative that lets you edit your business documents locally without requiring cloud authentication or tenant access.

1. Download the software: Visit the official WPS Office website and download the free installation package for your operating system.
2. Install WPS Office: Run the installer and follow the straightforward setup wizard to install the suite on your device.
3. Open Office files directly: Open WPS Office and drag and drop your existing Microsoft documents, spreadsheets, or presentations to continue working without interruptions.

Fully compatible with Microsoft Word, Excel, and PowerPoint formats (.docx, .xlsx, .pptx)Free and lightweight alternative to Microsoft 365No complex tenant or global admin MFA configuration required to edit local filesFamiliar user interface for a seamless transition

Frequently Asked Questions

Can another administrator reset my MFA configuration?

Yes, if your Microsoft 365 tenant has multiple Global Administrators or Privileged Authentication Administrators, they can log into the Microsoft Entra admin center and require you to re-register your MFA methods. This issue only requires Microsoft Support when you are the sole administrator.

How can I prevent getting locked out of my Microsoft 365 tenant in the future?

Microsoft strongly recommends setting up a 'break-glass' account. This is a secondary Global Administrator account that uses a highly complex password and a different set of MFA verification methods. Having at least two administrators ensures one can always unlock the other.

Will resetting my MFA delete my Microsoft 365 data?

No. Resetting the MFA configuration only clears your registered authentication methods (like your phone number or linked authenticator app). Once reset, you will simply be prompted to set up your MFA methods again upon your next login. No emails, files, or user data are affected.

Login & Account Issues