Lost access to phone with MFA for global admin account, cannot log in.

Hi @Søren Junker Nielsen,

In situations like this, where you’re the only admin and have lost access to MFA, the case needs to involve the Microsoft Data Protection Team. They are the only team with the tools and processes required to verify your identity and securely restore access to your administrator account.

The best next step is to contact Microsoft Support by phone, so the frontline support team can create a case for you and route it internally to the Data Protection Team. You can find the correct number for your region here: 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 calling support hasn’t been effective so far, there is a workaround you might consider. You can create 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’ll be able to sign in to the Microsoft 365 admin center and submit a support ticket from there. In your request, clearly explain that you need help with regaining access to an administrator account in your original tenant and ask to be routed to the Data Protection team. This approach typically ensures that the ticket is properly assigned and handled by a real support engineer rather than remaining stuck in automated flows or disconnected mid-process.

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

hope this information helps you take the right steps to regain access to your account. If you have any updates or additional details, please feel free to leave a comment under this post. I’ll be happy to assist further within my scope.

Thank you so much again for reaching out.

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