admin portal not working, not getting any code on auhtenticaror

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. 

Hello @Bh Distribution,

Thank you for reaching out.

Could you please help me confirm whether there is another active Global Administrator in your organization? If there is, they can revoke and require re-registration of Multi-Factor Authentication (MFA) settings for your account by following these steps: 

• Signing in to the Microsoft Entra Admin Center
• Navigating to Users > Your Account > Authentication methods  
• Selecting Require re-register MFA  

Once this is completed, you will be prompted to set up MFA again during your next login 

If you are the only admin: 

You will need to contact Microsoft’s Data Protection team. This team has the authority and the specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support    

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:  

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account. 

If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

Important notes:     

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.  

Warm regards, 

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Follow these steps to restore access, starting with Authenticator troubleshooting and then using admin options if available:

1. Check Microsoft Authenticator on the phone
   • Make sure the Microsoft Authenticator app is unlocked and open when trying to sign in. If the app is locked, the prompt or code entry box may not appear.
   • Confirm that notifications are enabled for Microsoft Authenticator on the device and not set to silent/focus modes. Also check SMS in case a code was sent silently.
   • Ensure the device has a working internet connection. If needed, switch between Wi‑Fi and mobile data.
   • Verify the device date and time are set correctly (preferably automatic).
   • Update to the latest version of Microsoft Authenticator from the app store.
   If the sign-in still shows “Authentication did not complete,” retry after these checks.
2. If the Authenticator account was recently restored or moved to a new phone
   • If the accounts were restored from backup and you see “Action required” next to the account in Authenticator:
     1. In Authenticator, on the Accounts screen, tap the affected account.
     2. Tap the account tile again and choose the option to sign in to recover.
     3. Enter the account password and complete the additional verification (email or phone) requested.
3. If unable to restore Authenticator credentials from backup
   • If Authenticator credentials cannot be restored because the backup account cannot be accessed, use the Microsoft account sign-in helper to regain access to the backup account: Sign-in helper.
   • If restoration fails for any other reason, re‑add the accounts to Authenticator following the documented steps to add accounts again.
4. If this is a work/school admin account and another global admin exists
   • Ask another Global Administrator in the tenant to reset MFA so the admin account can re-register Authenticator:
     1. Other admin signs in to the Azure portal and opens Microsoft Entra ID.
     2. Go to Users → select the locked-out admin account.
     3. Open Authentication methods.
     4. Click Require re-register multifactor authentication.
     5. Next time the locked-out admin signs in, they will be prompted to set up MFA (Authenticator) again.
5. If this is a work/school admin account and there is no other global admin
   • When the locked-out account is the only global admin, MFA reset must be handled by Microsoft’s Data Protection team.
   • Call Microsoft using the Customer service phone numbers - Microsoft Support page (from another device/account) and clearly state:
     • The issue is with Authenticator and Office 365/Microsoft 365 for business.
     • It is a company account.
     • The caller is the only administrator and is locked out due to MFA.
     • A service request is needed and must be routed to the Data Protection team to reset the admin’s authentication methods.
   • If direct phone routing is difficult, one workaround is to create a temporary trial tenant, sign in as that tenant’s admin, and open a support ticket from there requesting Data Protection help for the original tenant (provide the locked tenant’s domain, admin UPN, and error details). This does not give access to the original tenant’s data; it only provides a channel to contact support.
6. If the issue is a forgotten password in addition to MFA
   • Use the official password reset flow: Reset your password, then retry sign-in and MFA setup.

If none of the above works and there is no alternative verification method configured, only Microsoft support (Data Protection) can reset the admin’s MFA for a work/school tenant.

References:

• Authentication did not complete
• Troubleshoot problems with Microsoft Authenticator
• Restore account credentials from Microsoft Authenticator
• Common problems with two-step verification for a work or school account
• Global Admin Locked out - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A
• Authenticator Did Not Complete Login