Sole Global Administrator locked out – need Microsoft 365 Tenant Recovery support

Hi @Larnie Baldock

Since you’ve tried contacting Microsoft Support multiple times but have been unable to reach a live representative through the automated system, you can use the following script as a reference:

Q. Can you tell me if you are calling as a home user who uses a product or service at home or a business user who uses it in your business to provide the best assistance? 
A.I am a business user. 
Q. Thank you. Can you give me the details of your inquiry? 
A. Login technical support. 
Q. First of all, can you tell me which products you are inquiring about today? 
A. Microsoft 365 business Standard。 
Q. Please wait a moment, I understand Microsoft 365. Are you calling about a new case or an existing one? 
A. New. 
Q. To receive phone support, your phone number must be associated with your Microsoft 365 admin profile. To do this, go to aka.ms/m365profile. Again, it aka.ms/m365profile . This can take 48 hours. In the meantime, you can go to aka.ms/m365profile and file a case online. If you prefer, you can also text the link to the phone number you are calling. What do you think? 
A. The phone number is already linked to the link. 
Q. Can you tell me about the products in your inquiry? 
A. Microsoft 365 Business Standard. 
Q. Are you a Global Administrator? 
A. That's right. 
Q. I'm sorry. I didn't understand. Are you a global administrator for your domain? 
A. Yes, I am a global administrator for the domain. 
Q. If you have any inquiries, you can contact a Microsoft representative. Are you sure? 
A. Yes. Please. 
Q. Yes, I understand. Please wait a moment.

I cannot guarantee that this script will change how the current IVR routes your call, as the phone system and prompts can change. However, it is worth trying if you make another call. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.  

Please note that this team is always overwhelmed, so after the support ticket is successfully created, you may need to wait for a representative to contact you. This should take 3-10 working days. I know that this is not a convenient solution to hear but it seems to be the only way, and it's recommended that you should have a secondary/backup Global Administrator to fix this issue on your own.

In case the phone line is not supportive, you can consider directly submitting a support request as a helpful workaround: 

-Create a temporary Microsoft 365 tenant using a trial license: Go to Microsoft 365 Business Plans and Pricing and click Try for free to set up a temporary Microsoft 365 tenant with a trial license.    

-Use this new account to sign in to the Microsoft 365 Admin Center and submit a support request on behalf of your primary (locked) account.   

-Click Help & Support

-If Support Assistant opens, toggle/turn off the Support Assistant option.

-In the search box, type Support and click →.

-Look for and select Contact support.

-You should then be given the option to choose your preferred contact method, such as Email or Phone.

Note: This method doesn't require you to use your new account for your business. Instead, it allows you to create a temporary global administrator account so you can submit a support request, as your original global administrator account is locked out due to issues with multi-factor authentication. The trial account is free for one month. Be sure to delete it after submitting your support request to avoid any automatic renewals or charges from Microsoft.     

For further instructions, you can follow this guide: Get support - Microsoft 365 admin | Microsoft Learn.   

Since this is a user-to-user support forum, I do not have access to internal databases or the ability to escalate cases directly to Microsoft’s internal teams. Therefore, please kindly contact the Microsoft Support team for the most efficient help.