Conditional access policy lockout

Question

Yesterday we rolled out some Azure conditional access policies, but unfortunately there was a miss-configuration in them so now none of our users can access any system which uses MS SSO authentication. We did have exclusions to these rules which contained a collection of break glass accounts, however the passwords we have for those accounts are incorrect. We also are yet to support self serve password resets so the passwords on those accounts cannot be reset either.

We've raised a severity A ticket with Microsoft which is now sat with their Data Protection Team (so far 13 hours in with no response). I'd like to know if there are any other escalation routes which can be taken. As you can imagine a resolution to this is incredibly time sensitive for us.

Many thanks

Answer 1

Hello Justin,

You could try contacting by phone:

https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

I'm not entirely sure of the internal Microsoft process when something like this happens but I'm sure you will hear soon from their team. I would try submitting a comment or respond to the e-mail to see if you can get some more information on your ticket.

---

If this is helpful please accept answer.