Everyone locked out of tenant due to a faulty Conditional Access Policy

Question

We have been locked out of our tenant for over a week now due to a faulty Conditional Access policy. During this week, there have been several conversations with a number of Microsoft support technicians, none of which seemed to have an understanding of the actual issue at hand or able to resolve the issue and all ended up assigning the case to a different team. We know exactly what is wrong and how to fix it. But we need the help of the Data protection team. Since this is a high impact incident and things are moving too slow via the regular support channels, we are trying to get in touch with them through this channel. We came across similar incidents on this forum and saw that they responded quickly. Our current support case number is 2402230040005762

Answer 1

@Tommy Ekkerman Thank you for reaching out to us, reviewed this case 2402230040005762, I see the support engineer has worked with the engineering team to exclude one of the user accounts from the conditional access policy which you have applied in your tenant.

Exclusion of the user account is in place for your tenant/would be in that state for next 24 hrs, would request you to access the entra id portal and take further steps so that you restore the access.

In such cases, always follow a best practice to create a break glass account https://learn.microsoft.com/en-us/entra/identity/role-based-access-control/security-emergency-access

Let me know if you have any further questions, feel free to post back.

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