Response Times for Data Protection Team on MFA Lockout

Question

Response Times for Data Protection Team on MFA Lockout

Peter Buck 35

We have a small customer Azure tenant that relies on email for all their business $. The admin lost their iphone and did not have a backup of Authenticator. The only admin account is MFA protected. At this point they cannot login to view email or to turn off MFA.

A ticket was submitted 8 days ago, that was escalated to Data protection team to turn-off MFA on the tenant. No response for 8 days and no access to email for the customer. Any suggestions on how to get a fire lit under the data protection team to just turn off MFA so we can recovery the tenant and move on?

Givary-MSFT 35,626 Reputation points Microsoft Employee Moderator

2024-01-09T08:58:14.0566667+00:00

@Peter Buck Thank you for reaching out to us, due to surge in case volume with data protection team, response from them usually takes 8 to 10 days, however if you can help me with the case details, I will try to check internally and see if i can prioritize your request.

However its always recommended to have emergency access accounts - https://learn.microsoft.com/en-us/entra/identity/role-based-access-control/security-emergency-access which usually helps in these scenarios.
Peter Buck 35 Reputation points

2024-01-09T16:43:02.2+00:00

Thank you Givary for the response. The # is 2401020040011393 and was submitted 8 days ago then escalated to Data PRotection where it is stuck.
AbdulBasith 0 Reputation points

2025-01-28T08:19:53.13+00:00

we have same issue stuck with data protection team to disable MFA for admin tennant.

MFA malfunction - TrackingID#2501230030007854
Xiekang Zhang 0 Reputation points

2025-03-03T20:53:56.12+00:00

Hi @Givary-MSFT ,

I have actually the same issue. I raised the original ticket at 18.02.2025. After that, I was reached out and then 2 follow up tickets were created.

The latest one was raised on 25.02.2025 with incident number: TrackingID#2502251420003757.

I wrote Email, I called the team. But I don't get any further information or updates.

Could you please also help me trying to priorite my ticket? Even not, could you please give me an update?

many thanks
Givary-MSFT 35,626 Reputation points Microsoft Employee Moderator

2025-03-04T04:44:54.65+00:00

@Xiekang Zhang Please send me an email to 'AzCommunity@microsoft.com' with Sub - Attn: Tenant lockout/MFA Reset
Xiekang Zhang 0 Reputation points

2025-03-04T19:26:26.69+00:00

@Givary-MSFT many thanks for your response.

i was reached out today. The data protection team has proved my identity. I am waiting for the next step.

if i have further problem, I will let you know.

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Givary-MSFT 35,626 Reputation points Microsoft Employee Moderator

2024-01-09T08:58:14.0566667+00:00

@Peter Buck Thank you for reaching out to us, due to surge in case volume with data protection team, response from them usually takes 8 to 10 days, however if you can help me with the case details, I will try to check internally and see if i can prioritize your request.

However its always recommended to have emergency access accounts - https://learn.microsoft.com/en-us/entra/identity/role-based-access-control/security-emergency-access which usually helps in these scenarios.
Peter Buck 35 Reputation points

2024-01-09T16:43:02.2+00:00

Thank you Givary for the response. The # is 2401020040011393 and was submitted 8 days ago then escalated to Data PRotection where it is stuck.
AbdulBasith 0 Reputation points

2025-01-28T08:19:53.13+00:00

we have same issue stuck with data protection team to disable MFA for admin tennant.

MFA malfunction - TrackingID#2501230030007854
Xiekang Zhang 0 Reputation points

2025-03-03T20:53:56.12+00:00

Hi @Givary-MSFT ,

I have actually the same issue. I raised the original ticket at 18.02.2025. After that, I was reached out and then 2 follow up tickets were created.

The latest one was raised on 25.02.2025 with incident number: TrackingID#2502251420003757.

I wrote Email, I called the team. But I don't get any further information or updates.

Could you please also help me trying to priorite my ticket? Even not, could you please give me an update?

many thanks
Givary-MSFT 35,626 Reputation points Microsoft Employee Moderator

2025-03-04T04:44:54.65+00:00

@Xiekang Zhang Please send me an email to 'AzCommunity@microsoft.com' with Sub - Attn: Tenant lockout/MFA Reset
Xiekang Zhang 0 Reputation points

2025-03-04T19:26:26.69+00:00

@Givary-MSFT many thanks for your response.

i was reached out today. The data protection team has proved my identity. I am waiting for the next step.

if i have further problem, I will let you know.

Answer 1

Sandeep G-MSFT 20,911 Microsoft Employee Moderator

@Peter Buck

If you are the only global admin on the account and are blocked entirely, you can reach out to our support team. You can look into below article to get support numbers depending on your country.

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

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

You can also try to contact them through phone via #866-807-5850

Create a ticket with Microsoft support team. Give them the tenant ID which is locked out in your description. Tell them that no admin account has access anymore and your partners also have no access anymore.

Once you create a ticket with support team you will have to work with our data protection team. You will have to first prove your identity against your tenant for security purpose. Post that this team will help you with help you in getting access to your tenant or unlock your account depending on your scenario.

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

Let me know if you have any further questions.

Please "Accept the answer" if the information helped you. This will help us and others in the community as well.

Peter Buck 35 Reputation points

2024-01-09T16:39:53.7566667+00:00

Thank you Sandeep for a clear response. We submitted a ticket 8 days AGO and are waiting for the data protection team. What can we do to move this along?
G Elliot 0 Reputation points

2024-01-23T23:02:23.78+00:00

I have exactly the same issue and have been waiting for a callback for over 2 weeks now. It is very frustrating to wait on hold for hours, just to have the system hang-up on you or to explain the same problem to many helpful support people that can't actually do anything but to tell you to be patient. I have read that others have waited 7 weeks with no response. Is there a way to find out where you are in the wait queue? I would like to know if I could get a callback tomorrow, or if it will be 2 months from now.
Givary-MSFT 35,626 Reputation points Microsoft Employee Moderator

2024-01-24T03:44:50.0666667+00:00

Please help me with the case number which you have opened with us.
Nerijus 0 Reputation points

2024-01-29T12:17:34.2466667+00:00

I'm currently facing the identical problem and have been anticipating a callback for near two weeks now. Waiting on hold for extended periods is incredibly frustrating, only to experience the system disconnecting and having to repeat the same issue to multiple support representatives who can offer just new queue. Is there a method to determine one's position in the waiting queue? My case number# 2401190040002356
Givary-MSFT 35,626 Reputation points Microsoft Employee Moderator

2024-01-29T12:27:50.4233333+00:00

@Nerijus I have asked the team to prioritize this case 2401190040002356.
TWFpa2Vs 0 Reputation points

2024-02-04T16:55:42.14+00:00

similair situation here, waiting on the data protection team since the 29th of January. Initial e-mail stated 4 till 8 business hours but no response on anything. case #2401280050000731

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Response Times for Data Protection Team on MFA Lockout

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