lost tenant access

Question

Hi,

I'm trying to recover access to a tenant of a customer.

He died last year, I know the password, but MFA is enabled for his cellphone, which does not exist anymore ...

So I have to regain access to provide his wife, who is continuing on their business, support for M365.

I raised a ticket through the partner portal and after a week (it does some days to get an answer), they finally declared not able to help me because :

'Meanwhile, as explained in our previous email, since this ticket has been raised in another tenant, in this case we will not be able to involve our data protection team, however you can use the call-in option and request the ticket to be created on the affected tenant via global customer services support.'

I tried to dial the number in Belgium and I'm redirected to the website whatever option I select.

At the website https://support.serviceshub.microsoft.com/ I select the option for support of M365 and they suggest me to login to the portal of M365....

How can I restore access to the tenant ?

The only thing I'm asking is to reset the MFA, since I know the password.

Thanks for any suggestions.

Answer 1

Hi, I have called in.

I did the explanation and then the person on the phone asked me to wait for me while transferring the phone to the correct division.

After one hour, I hung up.

Answer 2

Dear Manuel Ryheul

Thanks for choosing Microsoft Community.

Based on your description, I know the scenario you met.

For this, I am willing to help you but since here is public site which is accessible for all customer, and for this, we are lack of some permission, so we  cannot collect your admin or account private information for further support. so for this, I sincerely suggest you get phone support from Get support - Microsoft 365 admin | Microsoft Learn. The engineers there will verify your company information and also admin information to help get access to admin account.

For this, please be kindly to contact Technical phone support and ask them to escalate your issue to the data protection team. While phone call, press "1" as a business email user and press "1" again as technical support. You also need to provide your subscription purchased information such as company name, billing information, phone number etc.

Your understanding and co-operation are highly appreciated.

Thanks for your precious time, Have a nice day.

Sincerely

Katherine

Answer 3

You may contact phone support and ask them to escalate your issue to the data protection team. While phone call, press "1" as a business email user and press "1" again as technical support. You also need to provide your subscription purchased information such as company name, billing information, phone number etc.

See: https://learn.microsoft.com/en-us/microsoft-365/admin/get-help-support?view=o365-worldwide#phone-support https://support.microsoft.com/en-us/topic/global-customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2