Urgent: Sole Global Administrator locked out due to lost Microsoft Authenticator access – Tenant recovery required

Hello Microsoft Support Team,

I am the IT administrator responsible for managing the Microsoft 365 environment of a Spanish company, [Moderator note: Personally Identifiable Information removed].

We are experiencing a critical administrative access issue with our Microsoft 365 tenant.

Tenant information:

• Organization: [Moderator note: Personally Identifiable Information removed]
• Tenant domain: germanias82abogadossl.onmicrosoft.com
• Affected administrator: [Moderator note: Personally Identifiable Information removed]@germanias82abogadossl.onmicrosoft.com
• Subscription: Microsoft 365, purchased directly from Microsoft

Description of the issue:

The affected account is the only Global Administrator account available for this organization.

We have the correct username and password, but Microsoft requires multifactor authentication through Microsoft Authenticator.

Unfortunately, we do not know which mobile device was originally registered with this account, and the application is not available on the account owner's current phone.

When selecting "Sign in another way", Microsoft only offers the following options:

Approve a request in Microsoft Authenticator.

Enter a verification code from Microsoft Authenticator.

Neither method is currently accessible.

There are no other Global Administrators available to reset MFA or manage the tenant.

Previous support attempts:

We have repeatedly contacted Microsoft telephone support in Spain. The automated system indicates that we are being transferred to an agent, but no agent answers, even after waiting more than 30 minutes.

Additional urgency:

Microsoft Word displays a warning indicating that the product will be deactivated on November 2, 2026.

We are therefore concerned about losing access to Microsoft 365 applications while being unable to manage the existing subscription.

Requested assistance:

We urgently request that this issue be escalated to the Microsoft Data Protection / Tenant Recovery team.

We need Microsoft to:

Verify the organization's ownership of the existing tenant.

Assist with resetting the MFA registration of the sole Global Administrator.

Restore secure administrative access to the existing tenant.

Provide an official support case number and a way to communicate with the assigned support team.

We can provide proof of subscription ownership, billing information, domain ownership documentation, and any other verification required through an official secure channel.

We do not wish to create a new Microsoft 365 tenant or purchase another subscription to resolve this issue.

Please advise how this case can be escalated to the appropriate Microsoft team.

Thank you for your assistance.