Urgent Request: Full Tenant Lockout – No Admin Access to Microsoft 365

Question

I am reaching out to urgently request your assistance regarding a complete tenant lockout affecting our Microsoft 365 Business account. Problem Summary: None of the users, including the Global Admin, are able to sign in. When attempting to log in, the following message appears: “This username may be incorrect. Make sure you typed it correctly. Otherwise, contact your admin.” We are unable to access the Microsoft 365 Admin Center, Azure Portal, or raise support tickets through normal channels. We have tried all available support options

including: Support phone numbers (all route to AI systems with no escalation path) Microsoft support site and chat (unavailable) This issue is severely impacting our operations, and we have no administrative access to the tenant to take any action. Action Requested: Please escalate this issue internally to the Data Protection / Tenant Recovery team or advise how we can open a critical service request without admin sign-in access.

Details: Tenant Name / Domain: www.keplerkw.com/

Answer 1

If your email domain is keplerkw.com, then it is currently pointing to Zoho

Is this correct?

I'll give you advice on your M365 tenant in another reply

Answer 2

If none of your users are recognized, it might point to an issue with your tenant.

Possibility 1

The reseller from whom you purchased your license from didn't pay for your license, and your account has been suspended/deleted etc.

It is also possible your finance did not pay the reseller for your license and hence your license has been suspended/deleted etc.

These can be the result of a oversight, mistake or cashflow problems

Possibility 2

Your account has been hijacked.

There may be other reasons, but think these 2 are the most likely.

To call support this is my suggestion

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

 These phone numbers have Interactive Voice Response agent (IVR). Due to phone connection quality, and also your accent, some people have feedback that they have difficulty talking to a person. So using a good phone line, speaking slowly and clearly, might be an important factor.

Others have feedback that following this script might be helpful

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

 

IVR: What kind of product do you use? 

You: Office 365 for business. 

 

IVR confirmation: education or company account? 

You: For companies or For education

 

IVR: Are you an administrator? 

You: Yes. 

 

IVR: Do you have the other administrator in your organization? 

You: No. 

 

IVR: Do you need a... Service request? 

You: Yes 

 

Hope this helps