Waiting for an Engineer callback from Data Protection Team

Question

Waiting for an Engineer callback from Data Protection Team

Jahleel Baay 25

Hello.

I'm currently locked out of my tenant and am the only global administrator. I have a ticket number created but haven't received a call back from the Data Protection team. How long will it take for them to call me back? I've lost access to my important data and I can easily verify that I own the domain.

Thanks,

Jahleel

Answer accepted by question author

3 additional answers

Your answer

Answer 1

Raja Pothuraju 46,030 Microsoft External Staff Moderator

Hello @Jahleel Baay,

Thank you for sharing the required information over email.

I have updated the case notes with all the necessary details, increased the severity to B, and moved it to the Data Protection queue. Please wait for some time until an available engineer is assigned.

Please let me know if you do not receive any response from the support team. I'm happy to follow up as needed.

Raja Pothuraju 46,030 Reputation points Microsoft External Staff Moderator

2025-03-10T22:39:52.17+00:00

Hello @Jahleel Baay,

The issue was due to a tenant lockout, where no other Global Administrator in the tenant had the necessary rights to re-register MFA.

To resolve this, we engaged our Data Protection team through a support ticket, and they have successfully unblocked access to your tenant.
Jahleel Baay 25 Reputation points

2025-03-11T20:19:39.3766667+00:00

Problem resolved. Thank you so much!!
Jahleel Baay 25 Reputation points

2025-03-11T20:21:06.92+00:00

Problem resolved! Thank you!!
Georgina Harvey 0 Reputation points

2025-09-03T19:55:59.9933333+00:00

Could you please possibly help me Raja? I have the same issue, tomorrow it will be 9 days with no access to anything and as a small business this is crippling me. I have had a technician assigned to me since Monday morning (wednesday night right now) and still not fixed. They verified my identify yesterday morning which they claim is the first step and said it would be fixed within 24 hours of that. I am just being lied to again and again and I'm at a lost end with no income until this is resolved. I have asked to cancel my account and get my domain back but they say I have to go into my account to do that, so I really am stuck. Would really appreciate any help, thank you!
Raja Pothuraju 46,030 Reputation points Microsoft External Staff Moderator

2025-09-03T20:05:04.2766667+00:00

Hello Georgina Harvey,

Please help me with the support ticket number, so that I can have a look at the progress on it.
Georgina Harvey 0 Reputation points

2025-09-03T20:12:03.4+00:00

Thank you so much Raja - it's 2508270010005695. I spoke to someone 4 hours ago who said it would definitely be fixed within 2 hours as the verification had been done yesterday but still nothing. Thank you very much in advance, really appreciate your speedy response!
Raja Pothuraju 46,030 Reputation points Microsoft External Staff Moderator

2025-09-04T09:14:52.34+00:00

Hello Georgina Harvey,

Thank you for providing the ticket number. I have reviewed it and contacted the engineer to prioritize this issue. The engineer has made the necessary changes to your tenant and submitted them for approval. You will receive access shortly once the approval is complete.
Georgina Harvey 0 Reputation points

2025-09-04T09:24:16.4366667+00:00

Thank you so much, I will keep checking today. Really appreciate your help.
Georgina Harvey 0 Reputation points

2025-09-04T14:47:46.12+00:00

It's fixed - I can't thank you enough!!!
Raja Pothuraju 46,030 Reputation points Microsoft External Staff Moderator

2025-09-04T18:04:32.7266667+00:00

Georgina Harvey - I'm glad that your issue got resolved. Have a nice day!

Answer 2

Can't get into my business account for 8 days day now due to getting a new phone and authenticator not working. I am losing money as my business can't function without my emails and teams, I am desperate beyond words to get this sorted. I have been told a few hours every time I call, yesterday I then had my identity verified and they said it would be 24 hours. It has been c.32 hours and still nothing. The help line tells me it will be escalated and a few more hours every time. They also won't let me cancel and get my domain back so I am stuck in a rut. Does anyone have any suggestions please?

Answer 3

Jawad Masud 0

I am in the same crisis as - can someone help me?

Answer 4

Rachel Kershaw 0

Hello, I have the same problem with my office 365 business account, (MFA not working) I have not been able to access my files on One Drive or my emails in Outlook for over 2 weeks and am loosing business as a result. I was able to raise a ticket with the Data Protection Team on Friday 14th March and was told I would get a call back in 8 days but still no one has called. How can I go about escalating this issue? I still have the same phone number, I know my password and I can prove my identity, I just need MFA turning off as the codes are not coming through. I am currently logged in on my personal account to send this message. Please help!

Raja Pothuraju 46,030 Reputation points Microsoft External Staff Moderator

2025-03-27T21:14:58.2533333+00:00

Hello @Rachel Kershaw,

Please share the support ticket ID. I'll check on this.
Rachel Kershaw 0 Reputation points

2025-03-28T09:01:11.59+00:00

Thank you, it's Case 2503140040003972. I am losing work due to this issue so any help would be very gratefully received!
Raja Pothuraju 46,030 Reputation points Microsoft External Staff Moderator

2025-03-28T16:04:50.6833333+00:00

Hello @Rachel Kershaw,

Thank you for sharing the support ticket number. I have reviewed the case and noticed that the engineer sent you an email a few minutes ago. However, since you require immediate assistance, I have increased the ticket severity of the ticket to A.
Rachel Kershaw 0 Reputation points

2025-03-31T08:54:59.4633333+00:00

Thank you I appreciate that, I am hoping for a call back today, fingers crossed!
Raja Pothuraju 46,030 Reputation points Microsoft External Staff Moderator

2025-04-01T09:01:09.66+00:00

Hello @Rachel Kershaw,

I see that engineer is in contact with you for further steps. Please let me know if you need any additional help on this.
Tiffany Barger 0 Reputation points

2025-09-25T01:08:44.7366667+00:00

@Raja Pothuraju I would be forever grateful if you could assist me as well. I see how amazing and helpful you have been for all of these others in the exact situation as me. I own a travel agency and my clients travel documents as well as all my communication to them is completely cut off and I'm in a major panic. I use my 365 for one drive(for all documents and client contact info) and my business email. I am the only tenant like these others and getting no code so I need my MFA reset/turned off as the others have stated. I had a computer share with support and I'm waiting on Data protection team. I was told they escalated an email to the duty manager but haven't hear back. I know my password, can show my domain ownership and anything else required. This is such a time sensitive matter since I can't get anyone their travel info. My ticket/tracking/case # is 2509240010001007. Thank you so very much for any help you can lend. *I'm sending from my personal account.
Raja Pothuraju 46,030 Reputation points Microsoft External Staff Moderator

2025-09-25T11:36:37.26+00:00

Tiffany Barger - I have reviewed the case and added my case notes on it with all the tenant lockout user details and also increased the Severity to A from C. The support is with Data Protection team right now. Please allow them some time to connect with you.
Tiffany Barger 0 Reputation points

2025-09-25T14:26:55.51+00:00

Thank you so much for your help! Hoping they reach out today!

Share via

Waiting for an Engineer callback from Data Protection Team

3 additional answers

Your answer