No Global Administrator left in tenant: previous IT provider deleted the only GA account. How do we recover admin access?

Steve TM 0 Reputation points
2026-11-06T11:02:44.9533333+00:00

We're the new IT support provider for a small UK business. The previous IT company deleted the only Global Administrator account when they left. Nobody in the tenant now holds Global Administrator or Privileged Role Administrator.

Current position:

  • Two users hold limited admin roles, and neither can assign Global Administrator.
  • We can view users and role assignments but can't add or change them.
  • The two admins have never set up MFA or self-service password reset and don't know their passwords, because the previous provider set them. So they can't reset their own passwords, and they can't sign in to register MFA.
  • The business owns its custom domain and can add DNS records to prove ownership.
  • The previous provider is not cooperating.
  • The GA account was deleted a couple of months ago.
  • A director of the business is available to confirm authorisation and complete any identity or ownership verification Microsoft requires.

We've tried the Microsoft 365 help and support pages, but they keep looping back to "contact your administrator," and we can't find a UK phone number for business support.

Questions:

  1. What is the correct route to request Global Administrator recovery when no GA exists? Is this handled by the Data Protection team, and how do we reach them?
  2. Is DNS TXT verification on the custom domain still the accepted proof of ownership, and what other information should we have ready (tenant ID, billing details, company documents)?
  3. Is there a current UK phone number for Microsoft 365 business support that handles admin access recovery?

Thanks for any help.

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Alina Le 5,805 Reputation points Independent Advisor
    2026-11-06T12:56:47.7566667+00:00

    Hello Steve TM

    First of all, I would like to clarify one point: this forum is intended for users to assist one another. No one, including myself, has the authority or the tools to unlock MFA on your behalf.

    About your questions:

    1> Correct route?

    For this type of issue, the Microsoft Data Protection Team is the only team that can assist further. Contacting them directly is the only available way to regain access to the tenant. 

    You can follow "Steps 1 and 2" below to contact the Data Protection Team so they can verify your information and assist you in regaining access to your account.

    2> Is DNS TXT verification accepted?

    Yes. DNS TXT verification is commonly used, but Microsoft may also request:

    • Tenant ID
    • Billing/subscription details
    • Proof the requester is authorized (e.g., company director)

    1/ Contacting Microsoft Data Protection team by phone support

    In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.     

    Therefore, if you are the only administrator in your organization, then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support

    If you can use English, you may prefer these numbers:

    User's image

    User's image

    (Important Note: Depending on your country or region, 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 countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.

    Answer: Authenticator.

    A: What products do you use?

    B: Office 365 for business.

    Verification: Education or company account?

    B: For companies

    A: Are you an administrator?

    B: Yes.

    A: Are there any other administrators in your organization?

    B: No.

    A: I need one.... Service request?

    B: Yes  

    If your organization's Office 365 Business subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.

    Please try "2 or 3"times until you can reach out to an agent.

    Besides, if you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.   

    Another work around

    (In my experience, this approach has a higher likelihood of success than contacting phone support. To make the process a little easier, I have also included all the relevant information and guidance I have gathered below. You may want to give it a try and see whether it helps in your situation )

    For detailed guidance, to set up a new tenant, please follow these steps:    

    copyImage copyImage

    Once your tenant is created, you should be able to access the support portal and submit your ticket without further issues.

    Ticket Support: In the Microsoft 365 Admin Center->Support->Help & Support. You can raise support ticket In Microsoft Admin Center by this link:

    https://admin.microsoft.com/#/support/requests

    copyImage

    copyImage copyImage copyImage

    Tips: You can switch off the Support Assistant as shown in the screenshot, then type "Contact Support" into the search box and select "Contact Support" or the "earphone symbol" above..

    • Choose "Phone" support and fill all the details of this issue.
    • Click "Contact me".

    After completing them, you will receive an email appointment for a meeting to review this issue professionally together.

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

    Wish you all the best!

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  2. Mohammed Hamed 160 Reputation points
    2026-11-06T11:39:20.73+00:00

    @Steve TM This is a tenant lockout and must be handled by Microsoft Support. Ask the support agent to open a case and escalate it to the Data Protection or Tenant Recovery team, because no Global Administrator or Privileged Role Administrator remains.

    Be ready to provide:

    • The tenant ID and onmicrosoft.com domain
    • Access to the custom domain’s DNS
    • Billing or subscription information
    • Company registration documents
    • Written authorisation from a director

    Microsoft may ask you to add a DNS TXT record, but DNS control alone might not be sufficient. Since the original administrator was deleted more than 30 days ago, that user account is probably permanently deleted and cannot be restored. The recovery team will likely need to verify ownership and establish a new authorised administrator.

    There does not appear to be a dedicated public UK number for the Data Protection Team. Start through the Microsoft Support Contact Us page, select Can’t sign in and Microsoft 365 for business, and make sure you obtain a support case number .

    If my solution help you please marked as accepted solution .

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