Developer Program E5 sandbox.

Question

Developer Program E5 sandbox.

McNamara, Brian | He/His 0

I am the owner of a Microsoft 365 Developer Program E5 sandbox. My membership account is still accessible, but the sole Global Administrator account for the sandbox tenant is locked behind MFA because the Authenticator device was lost and no backup exists. There are no alternative authentication methods configured and I cannot access the tenant to create a support ticket. What is the supported recovery process?

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Answer 1

Helen Luu 3,300 Independent Advisor

Hello @McNamara, Brian | He/His

Based on the information you shared, I understand that you are having an issue related to your Microsoft Authenticator app, which is set up to your old device and you have no alternative MFA method such as Phone or email.

Since you are the only user or administrator of the tenant, you will need to contact the Microsoft Support Data Protection team to have your MFA reset. Please locate the appropriate Microsoft support hotline for work account and contact the frontline support team so they can raise a ticket on your behalf: Customer service phone numbers - Microsoft Support

Please note that this is a user-to-user support forum. Only Data Protection team can help you to revoke the session and reset your password, account, MFA...

Data Protection Team will first verify your ownership of the account and revoke your MFA once confirmed. After that, you can set up the Microsoft Authenticator app again on your new device. Here are some tips and an example of a prompt to help you navigate the IVR more effectively:

(While calling, you can ignore the 30-second introduction that says "you can visit the link..." and wait until you are presented with the options. Press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, 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.

Feel free to let me know if there are any updates or if you have further questions regarding this issue.

McNamara, Brian | He/His 0 Reputation points

2026-09-24T17:40:42.39+00:00

I have already tried via telephone. I answered all the questions that you have highlighted. However, when it came to supplying my emails address, the AI agent that was taking the call could not understand my answers. We tried many times going through it letter by letter without success. I gave up after about 60 minutes.

Is there a contact number or a procedure where I can speak to a person?
Helen Luu 3,300 Reputation points Independent Advisor

2026-09-25T09:32:08.49+00:00

Hello,

Thanks for your update.

If you can't contact Microsoft Support by phone, you can try creating a new trial tenant using the link below: Microsoft 365 Business Plans and Pricing | Microsoft 365 After you fill out and submit the sign-up form, you'll have access to the Microsoft 365 admin center.

Once you've gained access, contact the Microsoft support team by following the guidance in the following document to create a support ticket: Get support - Microsoft 365 admin | Microsoft Learn

When submitting a ticket, be sure to make it clear that the issue is relevant to different tenants and Data Protection Team will first verify your ownership of the account and revoke your MFA once confirmed. After that, you can set up the Microsoft Authenticator app again on your new device.

After the issue is successfully resolved, remember to cancel your trial subscription by following the instructions in the following document: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

If you have any further concern, please feel free to let me know.
McNamara, Brian | He/His 0 Reputation points

2026-09-25T09:47:01.7133333+00:00

Hi,

Thanks for your reply.

I can contact by phone but this does not get me anywhere, I can't create a new trial tenant because my primary email address is already in use.

Ideally, I would like to speak to a person, on the phone.
Helen Luu 3,300 Reputation points Independent Advisor

2026-09-28T13:49:47.34+00:00

Hi

I understand the challenges you are facing with this situation.

As this is a user-to-user community forum, direct access to Microsoft's internal systems and support channels is not available through this platform. In this scenario, the available options to reach Microsoft Support are to contact them by phone or submit a support ticket from another Microsoft 365 tenant.

Although this may not be the desired answer, these are currently the only available methods for engaging directly with the Microsoft Support team regarding tenant-related issues.

I appreciate your understanding, and I sincerely hope you are able to regain access to the tenant as soon as possible.