URGENT: Microsoft 365 Company Email Outage and Global Administrator Access Recovery

Hi @NUR HIDAYATUL FITRI

Based on the information you provided, I understand that all users in your company suddenly became unable to send or receive email using the fortuneviewland.com domain. At the same time, the former Global Administrator has left the company, and there is currently no accessible administrator account available to check your Microsoft 365 configuration.

As a first step, you need to recover Global Administrator access so that your company can investigate and resolve the issue and continue managing its Microsoft 365 services. Therefore, please refer to and follow the steps below to regain Global Administrator access.

I'm just another user here on this public forum, not your organization's admin, so I'm not able to reset or unlock anything on your account myself.

Because you've been locked out of the account, you'll need to contact Microsoft's Data Protection team for assistance. They are the only team authorized to help recover access in situations involving the sole administrator account. 

When a call is made to support, the first step is to provide an automated voice response from AI. Be careful, you won't be able to speak to a support representative if you don't respond appropriately here. 

Contact Microsoft customer support | Microsoft Support 

Here's an example of a response that actually led to a support representative. Please refer to it. 

Q. Can you tell me if you are calling as a home user who uses a product or service at home or a business user who uses it in your business to provide the best assistance? 
A.I am a business user. 
Q. Thank you. Can you give me the details of your inquiry? 
A. Login technical support. 
Q. First of all, can you tell me which products you are inquiring about today? 
A. Microsoft 365 business Standard。 
Q. Please wait a moment, I understand Microsoft 365. Are you calling about a new case or an existing one? 
A. New. 
Q. To receive phone support, your phone number must be associated with your Microsoft 365 admin profile. To do this, go to aka.ms/m365profile. Again, it aka.ms/m365profile . This can take 48 hours. In the meantime, you can go to aka.ms/m365profile and file a case online. If you prefer, you can also text the link to the phone number you are calling. What do you think? 
A. The phone number is already linked to the link. 
Q. Can you tell me about the products in your inquiry? 
A. Microsoft 365 Business Standard. 
Q. Are you a Global Administrator? 
A. That's right. 
Q. I'm sorry. I didn't understand. Are you a global administrator for your domain? 
A. Yes, I am a global administrator for the domain. 
Q. If you have any inquiries, you can contact a Microsoft representative. Are you sure? 
A. Yes. Please. 
Q. Yes, I understand. Please wait a moment.

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 line is not supportive, you can consider directly submitting a support request as a helpful workaround:    

Consider signing up for a trial subscription to create a new tenant. Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. 

Once the new tenant is set up, you can access its admin center and submit a support ticket through Microsoft 365 admin center > Support > Help & Support to contact the Data Protection team regarding the previous tenant. Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 
Regarding the mail-flow issue, it may be related to the subscription status, Exchange Online, the tenant configuration, or DNS records. To help narrow down the cause of the email issue, could you please provide the following information?

• Please share the Non-Delivery Report (NDR) returned when an email cannot be delivered successfully. Make sure to remove or mask any personal or confidential information before posting it.
• Does email delivery fail for both internal and external recipients, or only one of them?
• What error message do external senders receive when they try to send email to your company’s domain?
• What are the current status and expiry date of your Microsoft 365 subscription, if you can still access the billing information?

I would not recommend changing the MX or DNS records based only on assumptions before I have the exact error code and tenant configuration, as doing so could cause further disruption to mail flow.

As I mentioned earlier, I am only a regular user on this forum, not a Microsoft employee. Therefore, I cannot perform actions such as recovering your administrator access or investigating the issue directly within your tenant. The guidance I can provide is based solely on my own knowledge and understanding. For now, you should contact Microsoft Support to recover Global Administrator access first. Once you provide the information requested above, it should help me better understand the issue and point you in the right direction.

Thank you for your understanding.