roblem with logging into the admin profile

Question

Good afternoon!

Our organization,[Moderator note: personal info removed]  has been using a Microsoft 365 subscription for NGOs since 2021. Due to the need to use classic versions of the programs, we plan to pay for a subscription for the organization's employees.

However, there is a problem with logging into the admin profile - [Moderator note: personal info removed]@zakhyst.onmicrosoft.com. We have access to the backup email [Moderator note: personal info removed]@gmail.com and mobile number [Moderator note: personal info removed]  and have tried to reset the password. The backup email address receives letters with the subject line “Email address verification code for the [Moderator note: personal info removed] ,” and it is possible to complete the first stage of verification, but at the second stage, it is not possible to complete the verification either by calling the above number or by sending a message. It is also impossible to verify in the authentication program linked to the Microsoft account [Moderator note: personal info removed] @zakhyst.onmicrosoft.com.

I am asking for help in restoring access to the specified email, as we are an organization that has been helping people in southern Ukraine for many years.

[Moderator note: personal info removed] 

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Moved from: Microsoft 365 and Office | Access | For business | Other

Answer 1

Hi @Tetiana Shkodivska,

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

I’m very sorry to hear about your situation. I understand that you cannot sign in to your global admin account. 

If you don't have any other admin account in this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.    

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.    

Therefore, If you are the only administrator in your organization,  then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

*(Important Note: Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)     

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.    

Answer: Authenticator.    

A: What products do you use?    

B: Office 365 for business.    

Verification: Education or company account?    

B: For companies    

A: Are you an administrator?    

B: Yes.    

A: Are there any other administrators in your organization?    

B: No.    

A: I need one.... Service request?    

B: Yes    

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.    

Alternatively, you can try set up a new trial tenant and submit your support request:   

1. Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.   
2. Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.   
3. Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.   
4. Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.   
5. Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."   
6. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:    
   • Your administrator account email address for the locked tenant.   
   • The domain name of your locked tenant    
   • Any error messages you are receiving.   
   • Details about the authentication issues you are experiencing.   
   • Confirmation that you are the administrator of the locked tenant.   
7. Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.   

When you open a support ticket, please make sure to turn off the Support Assistant (AI) in the help panel.  

Several customers have reported issues when the Support Assistant is turned on  the system sometimes fails to display the “Contact Support” option.  

As shown in the screenshot, simply switch Support Assistant → Off, then type your issue description. Once the AI is off, the “Contact Support” button will appear normally, allowing you to submit a ticket directly.  

Important notes:    

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.   
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.   
• The resolution time might be longer as you are contacting support from a different tenant.   
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."   

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.     

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.    

I really appreciate your patience, and I’m here to help. Looking forward to your response.   

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Answer 2

To regain access to your Microsoft 365 admin profile, you can follow these steps:

1. Verify Account Information: Ensure you are using the correct email address for the admin account (******@zakhyst.onmicrosoft.com).
2. Password Reset: Since you have access to the backup email (******@gmail.com), you can initiate a password reset. Make sure to check that the mobile number +380981764819 is correctly associated with your account for verification purposes.
3. Identity Verification: If you encounter issues during the verification process, it may be necessary to provide additional documentation to verify your identity and ownership of the organization. This could include official business documentation or domain ownership.
4. Contact Support: If you are unable to reset the password or complete the verification process, you should submit a support request through the Microsoft 365 support page. Select "I can't sign in or access my tenant" and follow the instructions provided. You may need to verify your identity through various means, such as publicly listed nonprofit registration data.
5. Reach Out to IT Partner: If your organization has an IT partner who set up the tenant, consider reaching out to them for assistance in recovering access.

If you still face challenges, contacting Microsoft support directly is the best course of action to resolve your access issues.

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References:

• Tenant access recovery
• "We could not verify your account" error when you try to reset your admin password in Microsoft 365, Intune, or Azure
• Troubleshoot sign-in issues and account access problems