Opening a support ticket for a tenant I no longer have access to

Question

I am writing this because, at this point, I am not sure what else I can do. I will preface this with: I am an idiot, and this is entirely my fault.

I work for an MSP that manages a bunch of different tenants. I forgot what reason I was given, but we do not have stuff set up in the partner portal; service accounts are the only method we have of managing the different tenants. I recently had to hop into an account that I don't access often and was hit with a password expired message, so I did what I always do: generated a new password and put it in, however this time, I forgot to document the change. I thought all of our accounts had a recovery email on them. As it turns out, they do not, and this one is the proof.

There is one other, archaic admin account that no one at that company knows about that we also don't have access to. Every thing has pointed me to reach out to the data protections team. I have called 3 times. I can comfortably tell you that the hold music stops playing at 3 hours into holding (experienced this all 3 times), and that once you hit the 4 hour mark, you end up getting dropped (experienced this twice. If this isn't normal, I am very unlucky). One time, I actually managed to get a hold of a support technician, and after taking all of the information down and saying, "Give me a moment to create the ticket," I was disconnected after 3 1/2 hours.

Again, I understand that this is my fault, but I am essentially 12 hours into this and am actually amazed that what will likely be the hardest part of this entire process is getting the ticket started. I have no idea what to try at this point. Sit on hold again?

Answer 1

If you are the only global admin on the account and are blocked entirely, you can reach out to the Azure Data Protection team to restore access. 866-807-5850

Also, for the future, you can create an emergency access account (break glass) in Azure AD. This account will help prevent being accidentally locked out of your Azure Active Directory (Azure AD) organization because you can't sign in for any reason. https://docs.microsoft.com/en-us/azure/active-directory/roles/security-emergency-access

Some other support options include;
AzureSupport
https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

recovery form https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

or creating a ticket through a different account: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support

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