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Question

Please create a ticket of elevation in order to reset of the <Mod remove PII> @ .onmicrosoft.com account the MFA settings.

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Moved from: Outlook | Windows | Classic Outlook for Windows | For business

Answer 1

Hello @Anneke Brouwer,  

Thank you for posting your valuable question on Microsoft Q&A forum.   

To reset the MFA settings for an admin account, please verify whether another IT administrator in your organization is available to perform the reset for you. 

Ask your administrator to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication". 

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you are the only administrator in your organization, this request cannot be handled through the Microsoft Q&A forum due to security and privacy limitations. In this case, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Please carefully follow this instruction to ask for Microsoft Data Protection team support:   

Depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

First, when you call the hotline, it asks what kind of problem you are worried about.   

Answered: authenticator.   

A: What kind of product are you using?   

B: Office 365 for business.   

A confirmation: education or company account?   

B: For companies   

A: Are you an administrator?   

B: Yes.   

A: Do you have the other admin in your organization?   

B: No.   

A: You 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.   

Please understand 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.   

I hope Data Protection team can successfully revoke your access. If you need any further assistance or need help on any process, please feel free to reply. I'm here to help!  

Thank you for your kindness and understanding so far!  

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Answer 2

[Moderator note: Personal information has been moved to private message]

Dear Tamara,

Please find enclosed the subscription invoice and domain owership verification.

With best regards,

Answer 3

Hello @Anneke Brouwer,  

Thanks for your additional information.

May I ask if you have any proof of ownership, such as a subscription invoice, domain ownership verification, or similar documentation?

If yes, please contact the Support Team using the administrator‑only path I outlined in my initial response. When you reach out, specify that your global admin is no longer valid, but you do have proof that you own the tenant.

Please understand that Microsoft Support team cannot assign, elevate, or modify any Global Administrator (GA) role inside a customer’s tenant. Only an existing Global Admin in the tenant can grant, remove, or delegate the Global Administrator role. For security reasons, Microsoft Support is not permitted to elevate accounts or add new Global Admins. After ownership is verified, Support can guide you through account recovery steps.

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

• Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.   
• 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.    

   

• 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.   
• Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.   
• Go to Support:  
  • After clicking on "Help & Support" button like this image, you can type "I need help". After that, you can click on "Contact support"  

• Choose contact method: "Phone" or "Email"  

 

 

• 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. 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 no admin account is accessible.
  
• Finally, clicking on "Contact me".  

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 for your kindness and understanding so far!

Answer 4

Hi Tamara,

Pleasure working with you on this. 

Unfortunately all admin accounts are no longer valid because those persons are no longer part of our organization.

That is why I asked to promote my account [Moderator note: Personal information removed] to be global admin, so I in turn can grant our external support partner GDAP admin permissions.

 

Kind regards,

Anneke