Sole Global Administrator locked out – Authenticator MFA loop / tenant recovery required

Good day Anneliese, 

Just to gently clarify before going any further, this forum is separate from Microsoft Support. I don’t have the ability to access or investigate individual accounts or escalate the issue directly Microsoft Support because this is a user‑to‑user support forum. 

Since you already have access to a trial tenant, please follow these steps to contact Microsoft Support directly: 

Sign in to the Microsoft 365 admin center> Support > Help & Support. 

Turn off the "Support Assistant" feature.      

Use the keyword "Support" to quickly bypass automated suggestions > Select Contact Support.    

Clearly explain that you are locked out of the only Global Administrator account for the affected tenant [your tenant] and require assistance from the Data Protection team to regain access. 

Additionally, sharing your preferred contact times may help the support team handle the case more efficiently.       

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

You can also contact Microsoft Support by phone: Contact Microsoft customer support | Microsoft Support.  

Once your identity has been verified, the privacy team can reset your MFA settings. After that, you can set up your account again in the Microsoft Authenticator app or choose another authentication method to sign in. I also recommend adding additional verification methods, such as a phone number, an email or a backup authentication option, to help ensure you can access your account if your primary method becomes unavailable in the future. 

To help you reach the appropriate support team more quickly, please try the following IVR navigation tips: 

(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.)    

IVR: What problem is bothering you? 

Client: Lost access to the only admin account. 

IVR: What product do you use? 

Customer: Office 365 for business. 

IVR: School or Business account? 

Client: Business account. 

IVR: Are you an administrator? 

Client: Yes. 

IVR: Is there another administrator in your organization? 

Client: No. I am the only admin in my tenant.     

IVR: Do you need to create a support ticket? 

Client: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams. 

I hope you can connect with Microsoft Support soon and regain access to your tenant. If you have any questions, please don’t hesitate to reach out at any time.  

Thank you for your patience and understanding.  

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