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Lost Access to Microsoft 365 Business Basic Global Admin (No Recovery Info, Support Not Reachable)

Raisal 0 Reputation points
2025-11-25T08:23:44.4133333+00:00

Hi, We have a Microsoft 365 Business Basic subscription, and we lost access to the Global Admin account. There is:

❌ No secondary Global Admin

❌ No recovery email/phone or MFA configured

❌ Unable to reset password through “Trouble signing in”

❌ Support agents are not reachable through live chat/call in our region

However:

  • ✔ We fully own the domain used for the Microsoft tenant

✔ We can add TXT records in DNS

✔ We have valid billing proof (invoice + payment transaction)

✔ This is a registered business domain (can provide GST certificate if needed)

We just need Microsoft to verify ownership through DNS TXT verification, so we can regain access or reset admin credentials. But we are unable to get help from support due to no response.Hi,

We have a Microsoft 365 Business Basic subscription, and we lost access to the Global Admin account. There is:

❌ No secondary Global Admin

❌ No recovery email/phone or MFA configured

❌ Unable to reset password through “Trouble signing in”

❌ Support agents are not reachable through live chat/call in our region

However:

✔ We fully own the domain used for the Microsoft tenant

✔ We can add TXT records in DNS

✔ We have valid billing proof (invoice + payment transaction)

✔ This is a registered business domain (can provide GST certificate if needed)

We just need Microsoft to verify ownership through DNS TXT verification, so we can regain access or reset admin credentials. But we are unable to get help from support due to no response.

Windows for business | Windows 365 Business
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  1. Jason Nguyen Tran 17,760 Reputation points Independent Advisor
    2025-11-28T09:16:06.02+00:00

    Dear Raisal,

    I hope everything is going well. Have you managed to fix the problem on your side or anythings else I can help with? If the solution worked for you, please consider selecting “Accept Answer” to help others find it more easily. Much appreciated!

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  2. Jason Nguyen Tran 17,760 Reputation points Independent Advisor
    2025-11-25T09:14:28.87+00:00

    Dear Raisal,

    In your case, the Global Admin account is inaccessible and no recovery methods are configured, Microsoft can indeed verify tenant ownership through DNS TXT record validation. Since you own the domain and can add TXT records, this is the most reliable path forward. I recommend submitting a service request through the Microsoft 365 Admin Center (using any account with limited access, if available) or directly via the Microsoft Support portal. In your request, clearly state that you can perform DNS TXT verification and attach your billing proof and GST certificate to expedite the process.

    If you are unable to log in at all, you can initiate a support case by selecting “Can’t sign in or reset password” on the Microsoft 365 sign-in page, then choosing “Contact Support.” Even if live chat is not available in your region, the portal-based ticket system will still route your case to the appropriate team. Once ownership is verified through DNS, Microsoft Support can reset or reassign Global Admin credentials for your tenant.

    Please let me know if you encounter any issues while raising the request, and I’ll be glad to guide you further. If this answer helps resolve your concern, kindly hit “Accept Answer” so we know it was useful 😊.

    Jason.

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  3. AI answer

    2025-11-25T08:23:54.0366667+00:00

    If you have lost access to your Microsoft 365 Business Basic Global Admin account and have no recovery options available, you may need to follow these steps:

    1. Verify Domain Ownership: Since you can add TXT records in your DNS, you can use this method to verify your domain ownership. You will need to add a TXT record as specified in the Microsoft 365 admin center. This can help in regaining access to your account.
    2. Contact Support: If you are unable to reach support through live chat or call, consider trying different support channels or checking if there are alternative contact methods available for your region. You can also try reaching out via the Microsoft 365 admin center under the Help & Support section.
    3. Provide Proof of Ownership: When you do manage to contact support, be ready to provide valid billing proof and any other documentation that verifies your ownership of the domain and your business.
    4. Self-Service Password Reset: If your organization has enabled the Self-Service Password Reset feature, you may be able to use it to regain access. However, since you mentioned that there is no recovery information configured, this may not be an option.

    If none of these steps work, you may need to persistently try to reach Microsoft support until you can get assistance with your account recovery.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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