Lost Global Admin Access to Our Microsoft 365 Business Tenant – Need to Verify Domain Ownership

Question

Lost Global Admin Access to Our Microsoft 365 Business Tenant – Need to Verify Domain Ownership

DW79 30

Hello Microsoft Support Team,

we are reaching out regarding a critical issue: we have lost access to the global administrator account of our Microsoft 365 Business tenant.

Our organization is the verified owner of the associated domain, and we are able to provide official proof of domain ownership through our hosting provider.

Please advise us on the appropriate process and contact point to submit the necessary verification documents so that we can restore administrative access to our Microsoft 365 tenant as soon as possible.

Could you also please provide us with a reference or case number for this request?

Thank you for your prompt attention to this matter.

0 comments

Answer accepted by question author

Vicky-I 6,345 Microsoft External Staff Moderator

Hello @DW79,

Thank you for posting your question on the Microsoft Q&A forum!

I'm very sorry for the inconvenience you’ve experienced, based on the details you shared. May I ask that there are any other IT admins in your organization can access to Admin Center Portal? If the answer is yes, please ask them to perform these steps in this reference.

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.

If your organization have the only administrator, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

Please carefully follow this instruction to ask for Microsoft Data Protection team support:

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.

For some countries, it will be an automated conversation like:

First, when you call the hotline, it asks what kind of problem you are worried about.

Answered: authenticator.

A: What kind of product are you using?

B: Office 365 for business.

A confirmation: education or company account?

B: For companies

A: Are you an administrator?

B: Yes.

A: Do you have the other admin in your organization?

B: No.

A: You need one.... Service request?

B: Yes

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.

The account recovery process involves a thorough review by the Data Protection Team, who must verify your identity and ownership of the account to ensure security and compliance. This can take some time depending on the complexity of the case and the volume of requests they’re handling. We kindly ask for your patience during this process. Rest assured, the team is working diligently to assist you, and your cooperation is greatly appreciated.

Please understand that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.

I hope Data Protection team can successfully revoke your access. If you need any further assistance or need help on any process, please feel free to reply. I'm here to help!

Thank you for your kindness and understanding so far!

Best Regards.

If this response has been helpful, we kindly encourage you to mark it as "Accept Answer". Doing so will assist other users with similar questions in finding accurate and timely solutions more easily.

We appreciate your participation in the community and look forward to supporting you further.

If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. User's image

Vicky-I 6,345 Reputation points Microsoft External Staff Moderator

2025-10-23T15:00:20.24+00:00

Hello @DW79,

Just checking in to see if the above information was helpful. If you have any further updates on this issue, please feel free to post back.

At last, if the information we provided give some direction for the issue, please click "Accept Answer" and kindly upvote it, with your vote, other users who are facing same query can easily find this thread and check suggestion when they search on community. Your vote helps other user to resolve their queries.

Warm thanks.
DW79 30 Reputation points

2025-10-24T12:44:23.2066667+00:00

Hello,

Thank you very much for your detailed and helpful reply! We previously had an external IT service provider, but our collaboration has ended, and the admin account is no longer accessible. The IT provider also no longer has access.

We have already contacted the hotline, and they were able to assist us further.

Thanks again for your support!

Best regards
Vicky-I 6,345 Reputation points Microsoft External Staff Moderator

2025-10-24T13:23:03.0233333+00:00

Dear @DW79,

Thank you very much for accepting my answer. I'm so glad it helped you. I really hope your issue will be fully resolved soon!

In the future, also feel free post new questions on this forum. We are happy to assist you.

Thank you for using the Microsoft Q&A forum.

Hope you have a great and successful day! Best regards.

1 additional answer

Your answer

Vicky-I 6,345 Reputation points Microsoft External Staff Moderator

2025-10-23T15:00:20.24+00:00

Hello @DW79,

Just checking in to see if the above information was helpful. If you have any further updates on this issue, please feel free to post back.

At last, if the information we provided give some direction for the issue, please click "Accept Answer" and kindly upvote it, with your vote, other users who are facing same query can easily find this thread and check suggestion when they search on community. Your vote helps other user to resolve their queries.

Warm thanks.
DW79 30 Reputation points

2025-10-24T12:44:23.2066667+00:00

Hello,

Thank you very much for your detailed and helpful reply! We previously had an external IT service provider, but our collaboration has ended, and the admin account is no longer accessible. The IT provider also no longer has access.

We have already contacted the hotline, and they were able to assist us further.

Thanks again for your support!

Best regards
Vicky-I 6,345 Reputation points Microsoft External Staff Moderator

2025-10-24T13:23:03.0233333+00:00

Dear @DW79,

Thank you very much for accepting my answer. I'm so glad it helped you. I really hope your issue will be fully resolved soon!

In the future, also feel free post new questions on this forum. We are happy to assist you.

Thank you for using the Microsoft Q&A forum.

Hope you have a great and successful day! Best regards.

Answer 1

DW79 30

Hello,

thank you very much for your detailed response.

However, contrary to our initial assumption that your instructions would help resolve the issue, we unfortunately have to inform you that we are still unable to make any progress via the hotline. We have already tried calling more than five times, and each time it was impossible to reach an actual support representative.

Could you please advise us on an alternative way to contact the Microsoft Data Protection Team or to initiate the required support request? We would greatly appreciate any further guidance, as we are currently unable to proceed.

Thank you in advance for your support.

Kind regards

Vicky-I 6,345 Reputation points Microsoft External Staff Moderator

2025-12-04T01:53:09.8333333+00:00
Dear @DW79,

Thank you very much for your update. As an alternative, you can create a new tenant account and submit your request from there.

To set up a new tenant, please follow these steps:

Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.

Follow the guided setup process to create a new account for a new tenant.

Once your tenant is created, you should be able to access the support portal and submit your ticket without further issues

Ticket Support: In the Microsoft 365 Admin Center>Support>Help & Support. You can raise support ticket via https://admin.microsoft.com/#/support/requests

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

Thank you for your kindness and understanding so far!

Best Regards.
i 0 Reputation points

2025-12-04T10:37:35.6233333+00:00

Thank you very much. We have created a support ticket as instructed and also contacted a support agent by phone. We were then referred to the Data Protection Team, but we have not been contacted by them so far.

Unfortunately, when calling the hotline number provided for the Data Protection Team, we only reach the general support line and are subsequently disconnected each time.

We would like to emphasize that this matter is very urgent, as we urgently need to purchase a new Microsoft license for the domain for which we currently have no access. Therefore, we kindly ask for immediate assistance or an alternative way to reach the responsible team.

Thank you in advance for your support.

Best regards.