Log-in Issues

[fsi44]

Hi Admin,

I've currently been logged out of my Power BI account for the past few months and unable to log-in. The log-in process is stuck on an MFA loop wherein it requests for an authenticator code which I do not have (and have never really used - don't know why it suddenly prompts for that). The problem began when I attempted taking over ownership on a domain level using TXT record in order to enable me publish Power BI reports on web via public URLs (as I understood, this was the way to go about it).

I also cannot contact support by creating a complaint ticket within Power BI desktop because I have to be signed-in to do that.

Any assistance would be much appreciated.

[v-kathullac]

Thankyou @SamInogic , @ShahRukhSameer , @Ilgar_Zarbali , @kushanNa  for Addressing the issue.

Hi @fsi44  ,

As we haven’t heard back from you, we wanted to kindly follow up to check if the solution provided for the issue worked? or Let us know if you need any further assistance?

Regards,

Chaithanya

[kushanNa]

Hi @fsi44 

Try opening a support ticket through Microsoft Azure Entra. If you don't have access, ask another AD administrator to create one for you.

I remember there's an option to select the product as Non-Azure Product. Choose that option, describe the issue you're experiencing, and Microsoft will route your ticket to the appropriate support team.

[v-kathullac]

Thankyou @SamInogic , @ShahRukhSameer , @Ilgar_Zarbali  for Addressing the issue.

Hi @fsi44  ,

As we haven’t heard back from you, we wanted to kindly follow up to check if the solution provided for the issue worked? or Let us know if you need any further assistance?

Regards,

Chaithanya

[fsi44]

Hi v-kathullac,

Thanks for your response. Unfortunately, none of the proferred suggestions work as I'm mostly still required to sign in and therefore placed on the MFA loop. Leaning towards contacting support as option of last resort and any further assistance especially in that regard, would be appreciated.

Thanks again for your help.

[SamInogic]

Hi,

Based on your description, this sounds more like a Microsoft Entra ID (Azure AD) MFA/account recovery issue rather than a Power BI issue.

A few things you can try:

• Try signing in using an InPrivate/Incognito browser session or clear your browser cache and cookies to rule out cached authentication issues.
• Visit https://mysignins.microsoft.com/security-info to see if you're able to manage or reset your MFA methods. If you're unable to sign in, you'll need to go through your organization's account recovery process.
• If this is a work or school account, contact your Microsoft Entra (Azure AD) administrator and ask them to:
• Reset your MFA registration.
• Require you to re-register your security information.
• Verify that your account isn't blocked by Conditional Access policies.
• If you're the only Global Administrator and don't have access to your MFA method, you'll likely need to contact Microsoft Support to recover administrative access to the tenant.

Regarding the TXT record and domain verification, that action alone shouldn't cause an MFA loop, so it's likely that enabling or enforcing MFA (or a security policy change) occurred around the same time.

Since you can't access Power BI to create a support ticket, you can contact Microsoft Support directly through the Microsoft 365 Admin Center (if another admin has access) or use the Microsoft support portal:

• https://support.microsoft.com/
• https://admin.microsoft.com/ (if another Global Admin can sign in)

Could you also clarify:

• Is this a personal Microsoft account or a work/school (Microsoft Entra ID) account?
• Are you the tenant administrator, or are you an end user in your organization?

That will help determine the best recovery path.

Hope this helps.

Thanks!

[fsi44]

Hi Samlnogic,

Thank you for the prompt response. I tried your suggested solutions as outlined below.

---

A few things you can try:

• Try signing in using an InPrivate/Incognito browser session or clear your browser cache and cookies to rule out cached authentication issues.
• Visit https://mysignins.microsoft.com/security-info to see if you're able to manage or reset your MFA methods. If you're unable to sign in, you'll need to go through your organization's account recovery process.

---

Unfortunately, none of these work, and I'm still unable to sign-in as it places me on the MFA loop.

• If you're the only Global Administrator and don't have access to your MFA method, you'll likely need to contact Microsoft Support to recover administrative access to the tenant.

---

Yes, I'm the only global administrator so I'm leaning towards this as an option of last resort.

---

Could you also clarify:

• Is this a personal Microsoft account or a work/school (Microsoft Entra ID) account?
• Are you the tenant administrator, or are you an end user in your organization?

---

This is a work account with a work email - although domain is custom - and yes, I'm the tenant administrator.

---

Since you can't access Power BI to create a support ticket, you can contact Microsoft Support directly through the Microsoft 365 Admin Center (if another admin has access) or use the Microsoft support portal:

• https://support.microsoft.com/
• https://admin.microsoft.com/ (if another Global Admin can sign in)

---

No other global admin with access, but could you please expand on how to go about using the first option for support? It would appear I'm still required to sign-in to proceed.

Thanks again for the assistance.

[ShahRukhSameer]

Hi,

This appears to be an authentication/MFA issue at the Microsoft account level rather than a Power BI-specific issue. Power BI uses Microsoft Entra ID (Azure AD) for authentication, so if the account is stuck in an MFA loop, access to Power BI and the support portal will also be affected.

A few things you can try:

• Open the Microsoft Security Info page directly and check your registered authentication methods:
  https://mysignins.microsoft.com/security-info
• If you have another Global Administrator account in the tenant, that account can reset your MFA registration. The existing Authenticator method can be removed, and you can then register MFA again during the next login attempt.
• If you are the only administrator and cannot complete the MFA challenge, Microsoft tenant/account recovery support would be the next option, as MFA cannot be bypassed from Power BI Desktop.

[fsi44]

Hi ShahRukhSameer,

Thank you for your input. Tried your suggestion as outlined below.

A few things you can try:

• Open the Microsoft Security Info page directly and check your registered authentication methods:
  https://mysignins.microsoft.com/security-info
• If you have another Global Administrator account in the tenant, that account can reset your MFA registration. The existing Authenticator method can be removed, and you can then register MFA again during the next login attempt.
• If you are the only administrator and cannot complete the MFA challenge, Microsoft tenant/account recovery support would be the next option, as MFA cannot be bypassed from Power BI Desktop.

---

Unfortunately, I'm the only administrator and the above method doesn't work as I'm still required to sign-in and therefore placed on the MFA loop - and yes, the account recovery support is an option I'm leaning towards. Would appreciate it if you could kindly walk me through the process.

Thanks again for your assistance.

[Ilgar_Zarbali]

Hi,

You need to reset your authenticator.

Explore the following links:

1.Restore account credentials from Microsoft Authenticator | Microsoft Support

2. Troubleshoot problems with Microsoft Authenticator | Microsoft Support

[fsi44]

Hi Ilgar_Zarbali,

Thank you for your response but unfortunately, none of these suggestions work. Open to any other solution nonetheless.

Thanks again for your assistance.