Locked out of account due to authenticator issue- MSFT is not helping

Question

Hi, I run a small business and am locked into a circular problem. I'm the only administrator in the company. I need to reset my microsoft authenticator account, but I can't. Here's the issue:

1. My main account for my organization was 'greyed out' in microsoft authenticator, meaning I couldn't get any push requests to my phone, or access any temporary codes
2. I require only secondary authentication via the app for MSA as a global policy (this is my mistake... and I won't be repeating it!)
3. Microsoft is directing me to reset my password, which I can do- but I still then cannot log into the account because I can only authenticate via the app
4. I cannot log in as admin to get support directly out of the admin center
5. The main tech support line would not let me go down any branch that would result in speaking to a human. The only way I was able to open a case was through calling the tech support line for Anguilla.
6. Once that case was created I've been repeatedly told that it's been assigned to an engineer on the data protection team and would be hearing from that person soon. However, I have yet to receive a call. This was days ago. Even on my most recent call they said 'we just assigned this person, please be patient.' Clearly when I speak with someone their entire goal is just to get me off the phone.

At this point... I'm missing meetings because I can't access my calendar. I'm losing business because I can't send emails, and my productivity is shot because I can't even open documents on my own hard drive.

This is literally the worst customer service I've ever experienced and the entire system seems architected to NOT help customers. It wasn't my fault to begin with but nobody at Microsoft seems to care or be able to do anything about it.

Answer 1

If you are the only global admin on the account and are blocked entirely, you can reach out to the Azure / 365 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
azcommunity@microsoft.com

recovery form https://account.live.com/acsr

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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