account access issue

Question

Greetings dear Microsoft support team, My name is Artem

I have specific case and I need your help with it, let me explain:

Company where I started my job bought 2 MS 365 Business Standard accounts:

old one

[Moderator note: personal info removed]

and new one

[Moderator note: personal info removed]

domain w-chem.com.ua linked to an old account, which I am unable to get in due to 2 factor authentication was disabled and when I try to use my phone number I still can't reach the admin panel, so I need the domain and old account disabled so I can link it to the new one. I am only one admin I cant reach admin panel using another account

This email address and domain linked to it w-chem.com.ua in use for company since 2022 and cant be changed, the customers know such email and it's hard to notify all of them in case of domain change

So what I would like to ask: if possible would be nice to get in to old account and admin centeror another way is to remove old account and unlink domain

Of course in this case the company can provide all necessary documents to prove owner for these 2 accounts.

Please provide full answer in both case so we can collaborate each other to fix this issue, but this can be done quickly

Any questions, let me know [Moderator note: personal info removed]

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Moved from: Microsoft 365 and Office | Other

Answer 1

To address your account access issue, here are the steps you can take:

1. Contact Microsoft Support: Since you are the only global admin and cannot access the admin panel due to two-factor authentication being disabled, it's essential to contact Microsoft support directly. You can find the support phone number for your region at Get support - Microsoft 365 admin. Explain your situation, and they may assist you in regaining access to your old account or in disabling it.
2. Password Reset: If you have security information set up, you might be able to reset your password using your mobile device. This option is only available if your global admin has enabled it. More information on resetting your password can be found here.
3. Emergency Access Account: To prevent similar issues in the future, consider creating an emergency access account (also known as a break-glass account) in Microsoft Entra. This account can help you regain access to your organization's account if you cannot sign in using standard methods.

Make sure to have all necessary documentation ready to prove ownership of the accounts when you contact support for further assistance.

Answer 2

Can you give me by step process advice how I can access to my admin account with Microsoft Entra?

Answer 3

Hi @Artem Kolodii,   

Thank you for posting your question in the Microsoft Q&A forum.  
Please understand that our forum is a public platform, and we will modify your question to cover your personal information including your organization domain name in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data.      

Regarding that you can't log in to your admin account due to you’re not receiving notifications in Microsoft Authenticator to verify your identity.     

If you only have one admin account in this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.       

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.         

Therefore, If you are the only administrator in your organization,  then you need to involve Microsoft data protection team. Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support   

In some countries, this is an automated conversation: First, when you call the hotline, they will ask you what kind of problem you are struggling with.    

Answer: Authenticator.    

A: What products do you use?    

B: Office 365 for business.    

Verification: Education or company account?    

B: For companies    

A: Are you an administrator?    

B: Yes.    

A: Are there any other administrators in your organization?    

B: No.    

A: I need one.... Service request?    

B: Yes    

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.    

    

Alternatively, you can try set up a new trial tenant and submit your support request:   

1. Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.   
2. Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process.   
3. Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.   
4. Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.   
5. Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support."   
6. Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:    

• Your administrator account email address for the locked tenant.   
• The domain name of your locked tenant    
• Any error messages you are receiving.   
• Details about the authentication issues you are experiencing.   
• Confirmation that you are the administrator of the locked tenant.   

7. Submit your ticket: Follow the prompts to submit your support request. You will likely receive a ticket number for tracking.   

Important notes:    

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.   
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.   
• The resolution time might be longer as you are contacting support from a different tenant.   
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products." 

Thank you again for your time and understanding. While my initial response may not resolve the issue immediately, I’d like to gather more details about your situation so I can assist you more effectively.      

I really appreciate your patience, and I’m here to help. Looking forward to your response!      

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