Sole Admin Login Problem

Question

I am the only admin on my business account and I have a different phone number than what is assigned to my account. I am not able to login to add a new phone number because it is blocked behind that phone number authentication. I was able to login with another users information, but he is not an admin, only I am. I also tried calling the phone number for business support and I was not able to get in there either because it says only the phone number assigned can call it. How else can I reach someone to help me???

In the past I have created a case with a different account, but even that seems like it is not the right way to do it.

I still know the password and I am getting emails, but I can't do anything else. Is there a support email address I can send from my admin email to get a case started?

The big issue is that my phone number has changed and I no longer have access to it.

Answer 1

This solution does not work at all. They simply state that I must call from the number registered in my account, but that is the whole problem, I don’t have that number anymore. Then the automated system hangs up on me.

Everything is a big loop. Login to fix things, but the broken part IS the login.

Answer 2

Hello Felicia,

Good day to you and thank you for your post in Microsoft community.

We do understand your concern here but as this sole admin account locked, so you need to contact Data Protection Team via Phone support only. Also as we are from community team, we don't have such resources to reset admin account.

Further for call support, different country have different process. Below sharing process, you can check it. Also here provideing all call support link, based on your country, you can check

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

https://learn.microsoft.com/en-us/microsoft-365/admin/support-contact-info?viewO365-worldwide

For some countries, while there will be around 30 seconds opening like something "you can visit link....." But you can ignore this opening and wait till the option, then "1" as business email user, "1" again as technical support.

For some countries, it will be auto conversation like: First, when I called the hotline and it will asked what kind of issue that you're troubled in.

I replied: authenticator

A: What kind of product that you're using?

B: Office 365 for business.

A confirmed: Whether education account or business?

B: For business

A: Are you administrator?

B: Yes.

A: Do you have the other administrator of your organization?

B: No.

A: Do you need a .... service request?

B: Yes

Hope this may offer some instruction for you.

Thank you.

Ankita Vaidya