Global Admin MFA issues

Question

Hello
I am PII REMOVED from PII REMOVED.

I missed my license payment 15 days and my account has been locked. I am the Global Admin and is unable to sign in to the Admin Center to update the payment.

The authenticator app is not responding with this account and i have only my mobile phone number as possible recovery but cannot find a way to unlock the account using this type of verification.

I was able to call and speak to an agent to filed a ticket for my issue and was transferred to Data protection Unit. I am still on hold.

I had to create a temporary account to be able to raise the issue here.

I really need assistance, as all my work and documents are on this tenant. My e-mail has been blocked nothing can be received or sent since this morning.

Answer 1

Hello @Marie Dhurmeea,

Thank you for reaching out to Microsoft Q&A Forum!

I understand how critical this is for you, and I truly appreciate your understanding and patience until now.

Could you please confirm if you already have a support ticket number from the previous call?

If yes, kindly share the ticket number with me via private message so I can check the status for you.

If not, I recommend one more option to contact Data Protection team: Emergency Tenant Creation. As an alternative, you can create a new tenant account and submit your request from there. To set up a new tenant, please follow these steps:  

1. Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.    
2. Follow the guided setup process to create a new account for a new tenant.  

Once your tenant is created, you should be able to access the support portal and submit your ticket without further issues  

Ticket Support: In the Microsoft 365 Admin Center>Support>Help & Support. You can raise support ticket via https://admin.microsoft.com/#/support/requests   

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

As a moderator, I’ll do my best to help within the limits allowed. Thanks again for your understanding and cooperation!

Best Regards.

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