I cannot access my admin profile. I am not receiving any codes and not on authenticator. I have no access to any microsoft tools.

Question

I have lost access to all my microsoft tools. I know my admin email and password yet the SMS or any other code is not received and not allowed access. Read every piece on support and nothing is working. All i want is to update my biling details which apparently crashed everything. I can access my personal email but not updating and cannot manage my profile. I am in panic mode. Tried calling but its a bot talking and would not answer my problem. Please help!

Answer 1

If you're unable to access your admin profile and are not receiving codes for authentication, there are a few steps you can take:

1. Check Your Phone Settings: Ensure that your phone is not blocking messages or calls from unknown numbers, and that you have a stable network connection.
2. Use Alternative Authentication Methods: If you have other methods set up for authentication (like email or an authenticator app), try using those. If you have access to another device, you might be able to receive codes there.
3. Contact Support: Since you mentioned that calling support resulted in a bot, try to reach the support team through the Microsoft 365 admin support page. You can find the support phone number for your region and ask to be transferred to the Microsoft 365 Data Protection team for assistance with resetting your password or regaining access to your account.
4. Emergency Access Account: If you have a break-glass account (an emergency access account), you can use it to regain access to your admin profile. If not, it may be necessary to create one for future situations.
5. Account Recovery: If none of the above works, you may need to go through the account recovery process, which might involve verifying your identity through other means.

It's crucial to act quickly to regain access, especially if you need to update billing details.

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References:

• Troubleshoot sign-in issues and account access problems
• Confirm that you're using the correct credentials to sign in

Answer 2

Hi @Maria Attard,  

Thank you for posting your question in the Microsoft Q&A forum.  

I understand you’re unable to log in to your global admin account. To assist you effectively, I’d like to clarify a few points:   

Do you have any other admin account that you can use to log in to Microsoft 365 Admin center?    

If you don't have any other 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."         

I hope these steps will help resolve your issue. If you need further assistance, we are always here to help.           

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.         

Wishing you and your family a joyful holiday season and a prosperous New Year.               

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