Account / Tenant Access Recovery of Sign-in issues (Entra ID).

Question

Account / Tenant Access Recovery of Sign-in issues (Entra ID).

Wim Lambreghts 30

My tenant is inaccessible and I cannot sign in as Global Administrator.

Tenant domain: PII moved to Private message

Account: PII moved to Private message

The message says “telenet.be not found in our system” and I cannot reach admin recovery via aka.ms/AdminRecovery or TenantRecovery (redirects to Bing).

I need Tenant Access Recovery / Global Admin reset assistance.

Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T18:03:02.7833333+00:00
Hello Wim Lambreghts,

To assist you further and forward this to Microsoft’s Data Protection Team, we need some additional information. As this involves Personally Identifiable Information (PII), please share the following details with us via private message only (do not post publicly):

Contact phone number (including country code)

Email address (affected account)

Country

Time zone

Tenant domain name (e.g., contoso.onmicrosoft.com or verified custom domain)

Tenant ID

Azure subscription ID or billing information associated with the tenant (this helps confirm ownership)

Locale

Once we receive this information, we will forward it to Microsoft’s Data Protection Team for further assistance.
Wim Lambreghts 30 Reputation points

2025-11-04T18:07:58.9766667+00:00

Hello Sridevi,

Thank you for your reply.

Please find the requested information below for forwarding to the Microsoft Data Protection Team.

• Contact phone number: PII removed

• Email address (affected account): PII removed

• Country: Belgium

• Time zone: Central European Time (CET/CEST)

• Tenant domain name: PII removed

• Tenant ID: PII removed

• Azure subscription ID / billing information: ⚠️ Not accessible – tenant locked out; no recent billing activity visible under telenet.be

• Locale: en-BE

The tenant is completely inaccessible and returns “telenet.be not found in our system” when using both aka.ms/AdminRecovery and aka.ms/TenantRecovery (redirects to Bing).

There is currently no Service Request ID, as the recovery portals cannot complete verification.

Please confirm once this information has been forwarded to the Microsoft Data Protection Team (EMEA) for identity and ownership validation.

PII removed
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T18:54:09.5266667+00:00

Hello Wim Lambreghts,

Could you share your active Mail address in Private messages tab?
Wim Lambreghts 30 Reputation points

2025-11-04T18:56:54.72+00:00

Hello Sridevi,

My active email address is PII removed

Kind regards,

Wim Lambreghts

LKW Consultancy

PII removed
Wim Lambreghts 30 Reputation points

2025-11-04T19:33:57.9733333+00:00

Hello Sridevi,

"My active email address is PII removed"

Did you received my e-mailadress ?

Kind regards,

Wim Lambreghts

LKW Consultancy
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T19:37:12.0633333+00:00

Hello Wim Lambreghts,

Let's continue our discussion in Private messages tab under your question:
Wim Lambreghts 30 Reputation points

2025-11-04T19:43:28.53+00:00

Hello Sridevi,

My active email address is PII removed.

Kind regards,

Wim Lambreghts

LKW Consultancy
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T19:46:58.3933333+00:00

Hello Wim Lambreghts,

As these details are considered as Personally Identifiable Information (PII), please avoid sharing them directly here and make use of private message(do not post publicly):
Wim Lambreghts 30 Reputation points

2025-11-04T22:34:31.4+00:00
Subject: Verification of support call regarding SR PII removed

Dear Sridevi,

This afternoon I received a phone call from the number PII removed.

The caller identified themselves as being from Microsoft Support and referenced my existing ticket SR PII removed.

They also knew my name and company (LKW Consultancy) and asked to take temporary control of my screen to “verify tenant access.”

Before proceeding any further, I would like to confirm directly with you:

Was this call genuinely initiated by Microsoft Support under the same ticket ID?

Is PII removed an official Microsoft phone number used by the Data Protection or Tenant Recovery team?

Should I keep the remote session active, or immediately terminate it for security reasons?

Please confirm as soon as possible so that I can take the correct action.

If the call was not initiated by Microsoft, I will disconnect immediately and report it to the Microsoft Security team.

Thank you for your quick assistance.

Kind regards,

Wim Lambreghts

LKW Consultancy

PII removed

PII removed
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T22:43:47.4033333+00:00

Hello Wim Lambreghts,

I confirm you that it's genuine call made from Microsoft Support. Please refrain from posting Personally Identifiable Information (PII) on this page directly. Make use of private messages tab for any such.
Wim Lambreghts 30 Reputation points

2025-11-04T22:48:13.53+00:00

Subject: Update and confirmation of new active case ID PII removed

Dear Sridevi,

Thank you again for your assistance and for escalating my tenant recovery request.

I have just received a message from the Microsoft 365 Data Protection Team confirming that my original case ID PII removed was merged into a new active case:

Active case ID: PII removed

I would like to thank you for your support so far and confirm that I will continue communication under this new case reference.

Additionally, I kindly ask that future correspondence from Microsoft Support or the Data Protection Team be provided in English or Dutch, as the confirmation email I received was in French.

Thank you once more for your help and clear coordination.

Kind regards,

Wim Lambreghts

LKW Consultancy

PII removed
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T23:00:28.4466667+00:00

Hello Wim Lambreghts,

If this answers your query, do click Accept Answer and Yes, if you have any further queries do let us know.

Answer accepted by question author

0 additional answers

Your answer

Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T18:03:02.7833333+00:00

Hello Wim Lambreghts,

To assist you further and forward this to Microsoft’s Data Protection Team, we need some additional information. As this involves Personally Identifiable Information (PII), please share the following details with us via private message only (do not post publicly):

Contact phone number (including country code)

Email address (affected account)

Country

Time zone

Tenant domain name (e.g., contoso.onmicrosoft.com or verified custom domain)

Tenant ID

Azure subscription ID or billing information associated with the tenant (this helps confirm ownership)

Locale

Once we receive this information, we will forward it to Microsoft’s Data Protection Team for further assistance.
Wim Lambreghts 30 Reputation points

2025-11-04T18:07:58.9766667+00:00

Hello Sridevi,

Thank you for your reply.

Please find the requested information below for forwarding to the Microsoft Data Protection Team.

• Contact phone number: PII removed

• Email address (affected account): PII removed

• Country: Belgium

• Time zone: Central European Time (CET/CEST)

• Tenant domain name: PII removed

• Tenant ID: PII removed

• Azure subscription ID / billing information: ⚠️ Not accessible – tenant locked out; no recent billing activity visible under telenet.be

• Locale: en-BE

The tenant is completely inaccessible and returns “telenet.be not found in our system” when using both aka.ms/AdminRecovery and aka.ms/TenantRecovery (redirects to Bing).

There is currently no Service Request ID, as the recovery portals cannot complete verification.

Please confirm once this information has been forwarded to the Microsoft Data Protection Team (EMEA) for identity and ownership validation.

PII removed
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T18:54:09.5266667+00:00

Hello Wim Lambreghts,

Could you share your active Mail address in Private messages tab?
Wim Lambreghts 30 Reputation points

2025-11-04T18:56:54.72+00:00

Hello Sridevi,

My active email address is PII removed

Kind regards,

Wim Lambreghts

LKW Consultancy

PII removed
Wim Lambreghts 30 Reputation points

2025-11-04T19:33:57.9733333+00:00

Hello Sridevi,

"My active email address is PII removed"

Did you received my e-mailadress ?

Kind regards,

Wim Lambreghts

LKW Consultancy
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T19:37:12.0633333+00:00

Hello Wim Lambreghts,

Let's continue our discussion in Private messages tab under your question:
Wim Lambreghts 30 Reputation points

2025-11-04T19:43:28.53+00:00

Hello Sridevi,

My active email address is PII removed.

Kind regards,

Wim Lambreghts

LKW Consultancy
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T19:46:58.3933333+00:00

Hello Wim Lambreghts,

As these details are considered as Personally Identifiable Information (PII), please avoid sharing them directly here and make use of private message(do not post publicly):
Wim Lambreghts 30 Reputation points

2025-11-04T22:34:31.4+00:00

Subject: Verification of support call regarding SR PII removed

Dear Sridevi,

This afternoon I received a phone call from the number PII removed.

The caller identified themselves as being from Microsoft Support and referenced my existing ticket SR PII removed.

They also knew my name and company (LKW Consultancy) and asked to take temporary control of my screen to “verify tenant access.”

Before proceeding any further, I would like to confirm directly with you:

Was this call genuinely initiated by Microsoft Support under the same ticket ID?

Is PII removed an official Microsoft phone number used by the Data Protection or Tenant Recovery team?

Should I keep the remote session active, or immediately terminate it for security reasons?

Please confirm as soon as possible so that I can take the correct action.

If the call was not initiated by Microsoft, I will disconnect immediately and report it to the Microsoft Security team.

Thank you for your quick assistance.

Kind regards,

Wim Lambreghts

LKW Consultancy

PII removed

PII removed
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T22:43:47.4033333+00:00

Hello Wim Lambreghts,

I confirm you that it's genuine call made from Microsoft Support. Please refrain from posting Personally Identifiable Information (PII) on this page directly. Make use of private messages tab for any such.
Wim Lambreghts 30 Reputation points

2025-11-04T22:48:13.53+00:00

Subject: Update and confirmation of new active case ID PII removed

Dear Sridevi,

Thank you again for your assistance and for escalating my tenant recovery request.

I have just received a message from the Microsoft 365 Data Protection Team confirming that my original case ID PII removed was merged into a new active case:

Active case ID: PII removed

I would like to thank you for your support so far and confirm that I will continue communication under this new case reference.

Additionally, I kindly ask that future correspondence from Microsoft Support or the Data Protection Team be provided in English or Dutch, as the confirmation email I received was in French.

Thank you once more for your help and clear coordination.

Kind regards,

Wim Lambreghts

LKW Consultancy

PII removed
Sridevi Machavarapu 33,820 Reputation points Microsoft External Staff Moderator

2025-11-04T23:00:28.4466667+00:00

Hello Wim Lambreghts,

If this answers your query, do click Accept Answer and Yes, if you have any further queries do let us know.

Answer 1

Sridevi Machavarapu 33,820 Microsoft External Staff Moderator

Hello Wim Lambreghts,

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to access the tenant.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.

Wim Lambreghts 30 Reputation points

2025-11-04T23:17:16.4066667+00:00

one's again thanks !