Data Protection Team support contact?

Question

We had our admins account locked out by a CAP that required MFA, for some reason we are now stuck in an MFA loop and never are able to log in. So obviously mistakes were made. I opened a business critical case with support on October 3rd, and have not received a response. I call in every morning and every afternoon to check on the status and I'm told somebody will call me back within 2 hours and they never do. I've asked to escalate, asked for information on where we are in queue, but have received no information. They've told me it's with the Data Protection Team and there's no escalation path and I just have to wait. This is severely impacting revenue as we've been locked out of our account for 2 weeks. Wondering if anybody can assist with escalation or alternate contacts.

Thanks.

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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