MFA & Verification Issues

Reset Microsoft 365 Global Admin Password When MFA Goes to Former Admin

Elise Williams Oct 9, 2026 868 views

Question details

A Microsoft 365 Global Administrator is unable to sign into the tenant because the multifactor authentication (MFA) codes are being routed to a former administrator's phone number.

How to Reset a Microsoft 365 Global Admin Password with Inaccessible MFA

Product: Microsoft 365
Device & OS: not provided
Scenario: Attempting to log into the Microsoft 365 admin portal but blocked by an MFA prompt sent to an unavailable former employee.
Observed behavior: The login process halts at the MFA verification step, preventing tenant access and blocking standard administrative password recovery.

Before you start

Check if your organization has an alternative Global Administrator account active, and gather your tenant ID and registered business details in case you need to contact support.

Solution 1Recommended

Reset Password via Another Global Administrator

Use a secondary Global Admin account to reset the affected user's password and clear their MFA sessions.

This is the fastest method to regain access. It requires that your organization had previously set up at least one other account with Global Administrator privileges.

Sign in with an alternative admin account

Go to the Microsoft 365 admin center and sign in using the credentials of the alternative Global Administrator.

Navigate to Active users

On the left-hand navigation menu, click on 'Users' and then select 'Active users'.

Reset the password

Find and select the affected administrator's account from the list. Click on the 'Reset password' button and follow the prompts to provide a new temporary password.

Manage MFA settings

To fix the MFA routing issue, select the user, choose 'Manage multifactor authentication', and clear the existing registered phone number so the user can register a new device upon their next login.

Reset Password via Another Global Administrator

Solution 2

Contact Microsoft Data Protection Support

If no other Global Admins are available, you must contact Microsoft Support directly to regain tenant access.

Free Microsoft Office alternative

Avoid Subscription Lockouts with WPS Office

Dealing with Microsoft 365 admin center lockouts can disrupt your entire workflow. WPS Office provides a powerful, free, and lightweight alternative that lets you create, edit, and manage documents locally without being tied to complex cloud-based tenant administration.

Highly compatible with Microsoft Office formats including .docx, .xlsx, and .pptx.No complex tenant MFA or Global Admin restrictions for basic local document editing.Lightweight suite featuring Writer, Presentation, Spreadsheet, and PDF tools.Free to use with a familiar, easy-to-navigate user interface.

microsoft office alternative - wps office

Frequently Asked Questions

Can I bypass the Microsoft 365 MFA if I have the correct password?

No, if MFA is enforced on the Global Admin account, having the correct password is not enough. You must pass the MFA challenge or have another admin reset the authentication methods.

How long does Microsoft Data Protection take to unlock a tenant?

Resolving a tenant lockout through Microsoft Support can take anywhere from a few days to a couple of weeks, depending on how quickly you can provide verified proof of business ownership.

Is there a way to prevent being locked out of my Microsoft 365 tenant?

It is highly recommended to create a dedicated 'break-glass' or emergency access Global Administrator account that is securely stored and uses an alternative MFA method not tied to a single employee's phone.

Login & Account Issues