I have locked out Global admin account from my M365 business account. How to reset

Annemieke 0 Reputation points
2026-06-28T07:50:39.7766667+00:00

Due to Microsoft forcing the MFA change i thought i had follow their instructions properly but now got locked out of my M365 business account. When I try to login I do get the option to send a code via sms (no alternative options although perceived configured), but when i try that i get the error 'account unverified'.

I need the MS data protection team to reset MFA i suppose. Can someone help me?

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. AI answer

    2026-06-28T07:51:07.18+00:00

    For a locked-out Microsoft 365 business global admin where MFA is required and no working verification method is available, the path depends on whether there is another global admin in the tenant.

    1. If there is another global admin
      1. Ask that admin to sign in to the Microsoft Entra admin center.
      2. Go to Users → All users and select the locked-out admin account.
      3. Open Authentication methods.
      4. Select Require re-register multifactor authentication.
      5. Next time the locked-out admin signs in, the portal will prompt to set up MFA again (e.g., Microsoft Authenticator, SMS, etc.).
    2. If there is no other global admin (you are the only one) In this case, self-service recovery is not possible. Microsoft’s Data Protection team must verify ownership and reset MFA/restore access. Use one of these supported paths: Option A – Call Microsoft Support and ask for Data Protection
      1. Call the appropriate number from Customer service phone numbers - Microsoft Support.
      2. When the IVR/agent asks about the issue, clearly state:
        • The problem is with Microsoft Authenticator / MFA.
        • The product is Office 365 / Microsoft 365 for business.
        • It is a company (work) account.
        • Confirm being the only global administrator and that the admin account is locked out due to MFA.
        • Request creation of a service request with the Data Protection / Tenant Recovery team to reset MFA for the tenant admin.
      Option B – Create a temporary trial tenant to open a ticket (if reaching support directly is difficult)
      1. Sign up for a new Microsoft 365 business/enterprise trial to create a separate temporary tenant.
      2. In that new tenant, go to the Microsoft 365 admin center → Support → Help & support.
      3. Open a support ticket explaining:
        • The issue is with a different existing tenant.
        • Provide the locked tenant’s admin UPN and domain.
        • Explain that the only global admin is locked out by MFA and needs Data Protection to reset MFA / restore access.
      4. Work with Microsoft Support/Data Protection as they verify identity and ownership and perform the reset.
      5. After resolution, cancel the trial subscription for the temporary tenant to avoid charges.

    Forum moderators and community members cannot reset MFA or unlock the tenant; only Microsoft Support/Data Protection can do this in a single-admin lockout scenario.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Huy-K 13,990 Reputation points Microsoft External Staff Moderator
    2026-06-28T13:07:08.7433333+00:00

    Dear @Annemieke,

    Please note that since your account is belonged to an organization, none of moderators could help you with this while your account are belonged to an organization to do this action. Kindly follow these steps:

    If there are other Global Admins:

    Please contact your IT Admin to revoke your MFA. Manage authentication methods for Microsoft Entra multifactor authentication - Microsoft Entra ID | Microsoft Learn

    If you are the only Global Admin of your tenant:

    Option 1: The IT Admin may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

    The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

    Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

    During the call, you must provide information related to the subscription, such as your company name, billing history, phone number, and alternate email address. This information helps data protection teams verify identities and securely regain access to administrator accounts.

    Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

    If you still can't get in touch with a real person for help, help me try the following:

    Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

    How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

    Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

    I hope the information shared helps point you in the right direction.

    As a moderator, I do not have the tools to investigate your specific account directly, as this is a support forum between users. Moderators and collaborators, including external Microsoft employees, may not directly intervene in the functionality of Microsoft products or access internal systems. Our role is limited to providing technical guidance on reported problems, requests, or ideas. However, I will do my best to guide you as clearly as possible.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

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