Is there any other way to contact MS Data Protection Team or support regarding admin portal login and MFA issue

Question

Is there any other way to contact MS Data Protection Team or support regarding admin portal login and MFA issue

Napa.C 40

Hi, I have a customer who cannot sign-in to the admin portal because of MFA problems due to,

1. They changed MFA device and phone number without keeping the old one.
1. They only have 1 global admin user and is the one having this problem.
1. They do not have any MFA backup code, alt Email or alt phone number set up.
1. They did not delegate me the permission to create a support ticket for them.

Things I have tried,

1. Wrote an email to Microsoft support team (******@mail.support.microsoft.com) on 11/2/2025 and 20/2/2025 regarding this issue with customer's details attached but received no reply.
1. Tried calling the data protection team number for my country but got stuck in an AI Loop.

I once had a case similar to this but with another customer but the email I sent got through, the support team forwarded my issue to the data protection team and the problem was resolved. However in this case, neither me nor my customer receive any response your assistant would be very much appreciated.

Thank you.

Raja Pothuraju 16,840 Reputation points Microsoft External Staff

2025-02-25T22:40:38.44+00:00
Hello @Napatsakon Chawala,

Thank you for posting your query on Microsoft Q&A.

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.

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Raja Pothuraju 16,840 Reputation points Microsoft External Staff

2025-02-25T22:40:38.44+00:00

Hello @Napatsakon Chawala,

Thank you for posting your query on Microsoft Q&A.

Based on your description, it appears that you are unable to log into the Azure Portal due to an incomplete MFA process. Since the device registered for second-factor authentication are not getting any MFA prompts, you are unable to complete the authentication.

In such scenarios, another Global Administrator can help to re-register MFA on a new mobile device. However, since you mentioned that you are the only Global Admin in the tenant, this qualifies as a tenant lockout scenario. To resolve this, we need to engage the Data Protection team via a support ticket to unblock your access.

To proceed, I will need a few details from you. As this information contains Personally Identifiable Information (PII), please share the following details via private message:

Contact phone number (add +Country code)

Contact email address

Global admin email address (affected account)

Country

TimeZone

Please send me the detail via private message.

We can then connect offline to discuss further and assist you in resolving this issue.

Answer 1

Hello @Napatsakon Chawala,

Thank you for sharing the details in Private message.

The issue relates to a tenant lockout situation where no other global admin in the tenant has the necessary admin rights to re-register MFA.

To resolve this, we engaged our Data Protection team through a support ticket. Please connect with our support team via the ticket, and they will assist you in resolving the issue.

I hope this information is helpful. Please feel free to reach out if you have any further questions.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Is there any other way to contact MS Data Protection Team or support regarding admin portal login and MFA issue

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