Support request

Question

Good morning,

We are contacting you to request assistance with an access issue affecting another Microsoft/OneDrive environment belonging to one of the residences within our group.

We have lost access to the administrator account for that environment after a mobile phone change, as we are no longer able to validate the login through Microsoft Authenticator. There is no other administrator account available to reset the access.

We have been trying to resolve this through the usual channels for some time, but we have not been able to contact Microsoft Support or recover the access, as all available options eventually require us to sign in with the affected administrator account, which we cannot do.

We need someone from Microsoft Support to contact us so that we can securely verify ownership of the affected environment and recover administrator access.

Once access has been recovered, we will also need to retrieve pending invoices/documentation and manage the cancellation of the service, as we are centralizing our use of Microsoft/OneDrive under the MIVI corporate environment.

Please let us know how we should proceed, or contact us so that we can provide the necessary information securely.

Thank you.

Kind regards,

Answer 1

Hi @Emma Pastor

If your only global administrator is locked out, please contact the Microsoft Data Protection team they're the only team that can help. As forum moderators, we're only able to offer general guidance and basic troubleshooting. We don't have access to account recovery tools, and we can't verify your identity, so this isn't something we can resolve directly here in the forum. The Microsoft Data Protection team are the only ones with the tools and processes to verify your identity and restore access to the administrator account, so please reach out to them directly for assistance.

You can find the appropriate customer service phone numbers at this link: Customer service phone numbers.

(Choose Work account scroll down to Technical support phone numbers and find the Phone number of your country)

Please remember to provide them with your account details and explain the situation. Be ready to provide:     

• The company name used during subscription    
• Billing email address (even if it’s a personal Microsoft account)    
• Payment method details (last 4 digits of the card, billing address)    
• Any subscription ID or invoice numbers from billing email    

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.

To make the process smoother, here’s an example of how to respond when speaking to the automated system (IVR):     

IVR: What kind of problem are you concerned about?     

You:  Authenticator.    

IVR: What kind of product do you use?     

You: Office 365 for business.     

IVR: education or company account?     

You: For companies     

IVR: Are you an administrator?     

You: Yes.     

IVR: Do you have the other administrator in your organization?     

You: No.     

IVR: Do you need a... Service request?     

You: Yes     

These prompts help direct your call to the right support team more quickly, especially when dealing with account lockouts and authentication issues. 

If you still cannot reach to agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Compare All Microsoft 365 Plans. This would allow you to create a new tenant following the provided prompts.    

• Follow the guided setup to create a new Microsoft account and a new tenant.
• This tenant will be completely separate from your existing Microsoft 365 environment.

Once set up, you can access the admin console of the new tenant by logging into admin center and follow the steps in this article: Get support - Microsoft 365 admin and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.    

Include the following details:

• The administrator email address for the locked tenant
• The domain name of the locked tenant
• Any error messages you are seeing
• A description of the authentication or sign‑in issues
• Confirmation that you are the administrator of the locked tenant

Before submitting the ticket, make sure the Support Assistant is turned Off as several customers have reported that when the Support Assistant is enabled, the Contact Support option may not appear.

As shown in the screenshot, simply switch Support Assistant > Off, then enter your issue description. Once disabled, the Contact Support button should appear, allowing you to submit the ticket normally.

Important note:

• This new trial tenant does not provide access to any data, users, or settings from your original locked tenant. It is only intended as a temporary way to contact Microsoft Support.
• Once the issue with your original tenant is resolved, be sure to cancel the trial subscription to avoid any unintended charges. You can do this from the Microsoft 365 Admin Center by going to Billing > Your products and canceling the trial there.

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

As forum moderators, we don’t have access to the detailed system needed to troubleshoot this effectively due to privacy and security constraints. To quickly resolve this and regain access, the most effective step is to contact Microsoft Support Team directly. Only they have the ability to help with your Authenticator issue.    

Hopefully it will help work with your issue and if you have any other questions or need further assistance, feel free to ask.   

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Answer 2

Can you do it for me is it possible from your side from your main server it was deleted yesterday only from one drive recycle too