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I am the only Global Administrator of my company. I can't login to the Microsoft Admin Center or the Teams Premium.I changed phones and no longer have access to my old device or its Microsoft Authenticator registration.I know my account password, but cannot complete MFA. I have no accessible alternative verification method, and there is no other administrator who can reset my authentication methods.I have already tried Microsoft phone support and consumer support without success. I cannot open a business support ticket because the Admin Center requires the MFA verification I cannot complete. So I'm in a loop.I am posting through my a different account since I can't use the work address. Could you please contact me. I'm looked out for over 3 months while keep paying for the account.
Microsoft 365 features that help users manage their subscriptions, account settings, and billing information.
Thanks for your reply. The main issue I’ve been experiencing is that whenever I get through the automated phone system and am transferred to a representative, no one picks up the phone. However, I’ll give it another try later today.
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Hi @Vincent Bos
I'm very sorry to hear that you are encountering this issue. I understand how frustrating it must be when you are able to get through the automated phone system, but no representative answers after the call is transferred.
Unfortunately, as a community member, I do not have visibility into Microsoft's phone support queue or call routing system. I would recommend trying again later, as representative availability may vary.
As an alternative, you may also consider using the trial tenant method to create a support ticket, if that option is available to you. This may provide another channel to reach Microsoft Support regarding your Tenant Lockout / Sole Global Administrator MFA Recovery situation.
I hope you are able to connect with a support representative successfully and get the assistance you need.
Hi @Vincent Bos
May I know whether you are currently unable to get past the SRV (automated response system) when calling Microsoft Support by phone?
To regain access to the tenant, you will need to contact Microsoft Support and request escalation as a Tenant Lockout / Sole Global Administrator MFA Recovery case through the phone support service available via Contact Microsoft Support
As far as I know, you may first be connected to the automated voice response system, and it is generally not possible to bypass this stage during the initial interaction. To help you prepare, below are examples of questions you may receive and the recommended responses to provide:
When calling the support number, you may first hear a recorded message lasting approximately 30 seconds (for example, suggesting that you visit an online support page). You can simply wait for the menu options to be presented. Typically, selecting "1" for business users and then "1" again for technical support will guide you to the appropriate support flow.
What kind of problem are you experiencing?
Answer: Authenticator
What product are you using?
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 administrator in the tenant.
Do you need a Service Request?
Answer: Yes. I need to open a support ticket. Please transfer me to the Data Protection team.
Please note that this team is always overwhelmed, so you might need to wait for them to call you, this should take 3-10 working days.
In case the phone support line is unavailable or unable to assist, you could consider to create a separate Microsoft 365 trial tenant and use it solely for submitting a support request.
Here's how you can do it:
Go to Microsoft 365 Business Plans & Pricing | Microsoft 365 (select "Try for free" in an enterprise subscription).
Follow the instructions provided to create a trial tenant.
Once the new tenant is created, go to the Microsoft 365 Admin Center > Help and Support to submit a support ticket, requesting to speak with the Data Protection Team on behalf of your original tenant.
In the ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant as a single admin and that you need help from the Data Protection team.
Note:
This new trial tenant will not give you access to any data or settings from your original locked-down tenant. It only serves as a temporary means of contacting Microsoft support.
Remember to cancel the trial subscription of the new tenant once the issue with the original account is resolved, to avoid unwanted charges. Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.
I hope this information helps you successfully escalate your request and regain access to your tenant. If you have any updates or additional questions, please feel free to reply to this thread. I will be happy to continue assisting you.