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The password is right but the second factor is unavailable — a lost phone, a wiped authenticator app, or a number that no longer works.
On the sign-in prompt choose the option to use a different verification method. If a backup number or an alternate email is registered, this gets you in without anyone's help.
Codes are time-based, so a phone with the wrong clock produces codes that are always rejected — turn on automatic date and time. Push approvals need a data connection and notification permission for the app.
We clear the registered methods so the next sign-in prompts you to enrol again. We confirm it is really you first, by a route other than the account you are locked out of.
The authenticator app plus a second method. One method is what turns a new phone into a lockout.
We can reset which methods are registered so you can enrol again, and we will do that today. Removing multi-factor from the account is a different request: stolen passwords are the most common way businesses get breached, and multi-factor is what stops one from working. If you need it lifted for a specific reason, we will talk it through and record the decision.
Through a channel separate from the locked account — typically a call to a number already on file, or confirmation from a nominated contact in your business. Asking for a reset over email alone is exactly how attackers get in, so we do not do it that way.
Deny them and tell us immediately. Repeated unexpected prompts mean someone already has your password and is hoping you will tap approve. Treat it as a suspected compromise, not a nuisance.
That is an administrator reset. Tell us who has gone and which accounts are affected — it usually comes with other loose ends worth closing at the same time, such as their mail and files.
As soon as no registered method works. Multi-factor is deliberately hard to bypass, so this needs an administrator — you cannot self-serve past it.
If the fault turns out to be in the Microsoft service rather than your setup, we take it from there — you keep one point of contact.