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I am completely locked out of my Microsoft 365 Business tenant because the MFA verification (SMS) is not working

Francisco Nunes 0 Reputation points
2025-12-09T21:57:53.3133333+00:00

Hello,

I am completely locked out of my Microsoft 365 Business tenant because the MFA verification (SMS) is not working. Every time I enter my email and password, the MFA screen appears but the SMS verification fails with the error:

“Sorry, we’re having trouble verifying your account.”

Important details:

  • I am the ONLY Global Administrator of this tenant.
  • I have no other admin accounts available to reset MFA.
  • I cannot access the Microsoft 365 admin center.
  • I cannot access the Entra/Azure portal because the MFA loop blocks me.
  • My phone number is active, but the verification code is never received.
  • I tried different browsers, private mode, different devices — the issue persists.
  • I cannot use SSPR because it also requires MFA.

I need to perform a Global Admin Account Recovery or get help from the Account Recovery / Data Protection Team, but the support portals keep redirecting me to general Office/consumer support.

Can someone please advise how to:

  1. Trigger the official Global Admin Account Recovery process, OR
  2. Contact the correct Microsoft support team for MFA reset on an admin account, OR
  3. Provide a direct link or procedure for cases where the only global admin is locked out of MFA?

I can fully verify domain ownership, licensing/billing information, and identity.

Thank you.

Microsoft Security | Microsoft Entra | Microsoft Entra ID

1 answer

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  1. Rukmini 11,320 Reputation points Microsoft External Staff Moderator
    2025-12-10T17:03:25.6933333+00:00

    Hello Francisco Nunes,

    Thank you for sharing your details(user's email address, tenant id, phone number, country code and country) with us over Private Message

    I have reached out to the engineering team to unblock MFA for your account. They have now unblocked it from the backend and removed the bad reputation on it. You should be able to log in to the Azure Portal without any issues.

    Please try logging in and check if you can complete SMS authentication without any errors. Let me know if you encounter any issues.

    I hope this information is helpful. Please feel free to reach out if you have any further questions.

    If the resolution was helpful, kindly take a moment to accept the answer and upvote it 👍 it as a token of appreciation.

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