Microsoft Business Basic

Question

Hello. I am locked out of my Microsoft 365 Global Admin account. I accidentally deleted my work account from the Microsoft Authenticator app on my phone and I did not have a cloud backup."

"The problem is, I started a Trial Account on the 24th of last month. Now the trial has ended and my credit card was charged, but I cannot access the account to cancel it. I am the only Global Administrator in my company, so I need to speak with the Data Protection Team to reset my MFA."

Answer 1

Hi @Kaung Myat Khaing,

I’m really sorry you’re going through this. You’re absolutely correct that, in this case, the right team to work with is the Microsoft Data Protection team. They’re the only group that has the proper tools and security procedures to verify your identity and help you regain access when MFA is no longer available.

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

The best next step is to contact Microsoft Support by phone so the frontline team can raise a case for you and route it to the Data Protection team. You can find the correct phone number for your region here: Customer service phone numbers - Microsoft Support   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively: 

(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 regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:     

What kind of problem are you experiencing?        

Answer: Authenticator        

What products do you use?        

Answer: Office 365 for business        

Is this for an education or company account?        

Answer: For companies        

Are you an administrator?        

Answer: Yes        

Are there any other administrators in your organization?        

Answer: No. I am the only admin in my tenant         

Do you need a... Service request?         

Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.     

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.   

If you're still unable to get through to support, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365   

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant. 

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. 

I truly hope these steps help you get in touch with the right team and move closer to restoring access to your administrator account, so you can then decide whether to cancel the subscription or continue using it based on your needs. While I can’t take action on the account directly, pointing you to the correct support path is the most effective help I can provide here.

If there are any updates or if you have further questions along the way, please feel free to reply to this thread. I’ll be more than happy to continue helping wherever I can.

Thank you very much for your understanding.

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Answer 2

To regain access as the only Global Administrator with lost Microsoft Authenticator access and no backup, the Microsoft Data Protection team must reset the MFA for the tenant. This cannot be done through self-service or community forums.

Follow these steps:

1. Call Microsoft commercial support
   • Use the country-specific number listed under Customer service phone numbers - Microsoft Support.
   • This is required because access to the admin portal is blocked and there is no other Global Admin.
2. Navigate the phone/IVR system to reach the Data Protection team In many regions the call flow is automated. Use answers similar to:
   • When asked what the problem is about: say “Authenticator”.
   • When asked what product is used: say “Office 365 for business” or “Microsoft 365 for business”.
   • When asked to confirm account type: say “Company account”.
   • When asked if an administrator: say “Yes”.
   • When asked if there is another admin: say “No”.
   • When asked if a service request is needed: say “Yes – I need a ticket with the Data Protection Team to reset MFA for the only Global Admin.”
3. Clearly explain the scenario to the agent Provide:
   • That this is a Microsoft 365 Business Basic tenant.
   • The admin UPN/email and tenant domain.
   • That Microsoft Authenticator account was deleted, no cloud backup exists, and no other MFA methods are configured.
   • That you are the only Global Administrator and cannot sign in to cancel or manage the subscription.
   • That the trial converted to paid and charges are occurring, but the tenant is inaccessible.
4. Work with the Data Protection / Tenant Recovery team
   • They will verify identity and ownership (be prepared with business documentation and tenant details).
   • After verification, they can reset MFA/strong authentication so that sign-in and new MFA registration are possible.
5. After access is restored
   • Sign in to the Microsoft 365 admin center and:
     • Add additional MFA methods (e.g., phone, alternate Authenticator, security key).
     • Add at least one more Global Administrator account for recovery.
     • Review billing and subscriptions and cancel or adjust the Business Basic subscription if no longer needed.

If phone support is hard to reach, an alternative used in similar cases is to create a temporary trial tenant, sign in as admin there, and open a support ticket from that tenant explicitly requesting Data Protection help for the original locked tenant. However, this temporary tenant will not give access to the locked tenant’s data; it is only a channel to reach support.

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References:

• Common problems with two-step verification for a work or school account
• How do I find my Microsoft 365 admin?
• Microsoft authenticator sending me into a spiral - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A
• Global Admin Locked out - Microsoft Q&A
• Severity A Situation - Locked out of global admin account (MFA) - business down - Microsoft Q&A