No access to business account, only user & admin

Hi @myg-lb,

Thank you for posting your question in the Microsoft Q&A forum.

Thank you for sharing the details of your experience. I truly understand how urgent this situation is, especially given that you're the sole administrator and unable to access your Microsoft 365 business account.

You've taken all the right steps by contacting Microsoft Support and reaching the Data Protection Team. It's concerning that you were promised a callback which hasn’t happened, and I sincerely apologize for the delay and inconvenience this has caused.

At this point, since you've already raised a support ticket and spoken with the appropriate team, the best course of action is to follow up directly on your existing case. Here are a few suggestions to help move things forward:

1/ Call Microsoft Support again and reference your existing ticket number.

• Clearly state that this is a critical access issue and that you're awaiting a callback from the Data Protection Team.
• Request that the case be escalated due to the business impact and the time-sensitive nature of the issue.
• Please refer to and select the appropriate contact based on your region: Customer service phone numbers - Microsoft Support

2/ Use the Microsoft 365 Admin Center (via your trial account) to check the status of your support ticket and add notes or updates.

3/ If you already have a support ticket open, please check your mailbox and contact a representative from the Data Protection team by email. When reaching out, kindly include your availability for a callback to help expedite the resolution process.

We appreciate your understanding regarding the scope of support available through this forum, the Data Protection Team is the only group authorized to verify your identity and reset MFA for locked-out admin accounts. As moderators, our role is to provide general guidance and assist with common troubleshooting steps.

While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues, but we’ll continue doing our best to support you within the scope of our responsibilities.

Additionally, I’ve opened a private message for you. When you have a moment, please share your ticket ID with me there (you can find it in your email or the Microsoft 365 admin center). I’ll be happy to check internally on your behalf to ensure your case is routed to the appropriate team with the authority to assist you further. 

For your privacy and security, please make sure to send your case number only through the private message. 

You can access your private messages by signing in to the Q&A forum with the account used to post your question, then navigating to the Private Messages section.

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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