Severity A ticket ignored for 2 weeks

Question

Hi,

We have severity A ticket open related to lost admin access of an Azure account. The ticket has been opened for two weeks but completely ignored, despite being on a support plan which guarantees responses within a few hours.

We called phone support multiple times, provided the ticket number, but are being told that the team is overloaded and that Azure support has a month backlog for severity A ticket.

Are others facing the same issue?

Answer 1

Hi @J

Could you please share the support ticket ID? In the meantime, please review the solution below:

If there is a Global Administrator in your tenant, they can assist with your Multi-Factor Authentication (MFA) recovery. Please contact them and request that they re-register MFA on your behalf. This action will remove all existing MFA methods, including phone numbers, Microsoft Authenticator apps, and software OATH tokens. You will then be prompted to set up a new MFA method during your next sign-in.

For your reference: Manage user authentication options

If you are the only Global Administrator and are completely locked out, we will need to collaborate with the Data Protection Team to unblock MFA on your account. For that, please share the following details via private message (as they contain personally identifiable information):

Tenant ID & Tenant Name

User Principal Name (UPN)

Phone Number

Email ID & Preferred Contact Time

Hope this helps! Please let us know if you have any further questions.