Locked out from O365 admin account

Question

Hi! I am locked out from my non-protif organizations O365 admin-account.  When trying to login, it ask for the authenticator code, but my authenticator app tells me to login and to login it needs an authenticator code..... 

I cant contact the O365 support since I cannot login.

I found a phone number and talked to some AI bot, but it could not understand when I said the domain name of our organization and shut me down after 3 attempts.

So - I have no way to login and handle my organizations account. Can someone please advice how to solve this, or how to get in touch with an actual human being in O365 support???

Answer 1

Hi @Anders Alhbin

Thank you so much for contacting Microsoft Q&A Forum. 

I understand you're in a very difficult and frustrating situation, being locked out of your non-profit's Microsoft 365 admin account due to an authenticator app loop. This is a critical issue, and I'm here to help guide you. I know you've already tried the phone support method and were unable to get past the AI bot, this is a common challenge, but there is a specific way to navigate it.

The goal is to reach Microsoft's Data Protection team, as they are the only ones authorized to handle admin account lockout situations. You can often get past the first AI steps by using specific phrases. Please try calling again by following this process: Since your access to a seemingly important administrator account is blocked, it's best to contact Microsoft's privacy team directly. Only this team has the necessary security protocols in place to verify your identity and assist you in recovering your administrator account. So, you may set up a temporary Microsoft 365 tenant using a trial license: Microsoft 365 Business Plans and Pricing | Microsoft 365

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket. 

Keep in mind that this team is often overloaded, so you may have to wait for them to call you, which could take anywhere from 3 to 10 business days. I know this is not a convenient solution, but it seems to be the only possible way, and it is recommended to have a secondary/backup Global Administrator to solve this type of problem yourself.

I understand that it may take some time on your part. However, these are the only modes available to help you in this situation. I hope for your patience and understanding, as I have tried to help you but am limited in the resources available to me due to my role as moderator.

Have a nice day!

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Answer 2

Yes - Thank you! I have managed to get hold and talk to a live person, who helped me raise a ticket for the matter.

:-)