Lost Access to Microsoft Authenticator – Only Admin Locked Out After Phone Upgrade

Hello @Shabeeb Rahman

Welcome to Q&A forum!

I’m so sorry to hear that you’ve lost access to your admin account. In this situation, because you are the only global admin of this tenant, you can try step 1 and 2 to get support from Data Protection Team. 

Since this is a complex issue related to your account and may require assistance from our backend engineering team, please be patient and carefully follow the steps I’ve provided.

1. Contacting Microsoft Data Protection team by phone support

Based on the details you have shared. It seems that you are in a difficult situation with your Microsoft 365 account and administrative access.     

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

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.

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

(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.

2. Another work around

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.   

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

• Visit this following link and choose any plan and click try for free to start a free trial: Microsoft 365 Business Plans and Pricing | Microsoft 365
• Follow the guided setup process to create a new account for a new tenant.

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   

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

Finally, if you’ve already submitted a ticket, please share the ticket ID with us so we can check its status and keep you updated.

I highly appreciate your valuable time and your cooperation during this process

Hopefully, you can resolve this issue soon!

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