how to get the access to the tenant of 365 if Username and password is forgotten of global admin

Question

Dear Microsoft Support Team,

I hope you are doing well.

I am writing to request urgent assistance, as it has been several months that I have been trying to get in touch with Microsoft regarding the loss of Global Administrator credentials for my Microsoft 365 tenant.

Due to the unavailability of the global admin access, we are unable to manage critical tenant settings and perform necessary administrative tasks. We would appreciate your support in guiding us through the identity verification and admin recovery process so that access can be restored as soon as possible.

Please let me know the next steps or any information required from our side to proceed.

Thank you for your time and support. I look forward to your response.

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Moved from: Microsoft 365 and Office | Subscription, account, billing | Other | Other

Answer 1

Hi Afroz,

A simple answer to your question is to contact Microsoft Support directly which can be made out from your question draft. To raise a support ticket, you may try the following steps:

1. Go to the official Microsoft 365 admin support page (Microsoft Admin Help)
2. Use the “Need help?” option to open a support request.
3. Be prepared to provide:
   • Tenant domain name
   • Billing information or proof of purchase
   • Any other verification details Microsoft requests
4. Track your ticket in the Microsoft 365 Admin Center under Support → View Service Requests. You may add comments, upload requested documents and see updates. Look out for follow-up emails to the email address linked to your tenant billing account. Microsoft Support will then restore access by resetting the global admin credentials. Hope this helps!

Answer 2

Dear @Maniyar Afroz, 

Good day! Welcome to Microsoft Q&A forum! 

Based on your description, I understand that you have lost the Global Administrator username and password for your Microsoft 365 tenant and are seeking assistance to recover administrative access so you can resume managing critical tenant settings and administrative tasks.

I sincerely apologize for the inconvenience caused by this issue.

Regarding this situation, if there is only one Global Admin in your tenant, 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.  

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 (Scroll down for Business users and your region)  

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  

(Important Note: Depending on your country or region, when you call the support number, you may hear an introduction of about 30 seconds such as "You can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help. Sometimes, you would hear the computer-generated voice at first, please kindly wait for it to end, and if an agent is available, you would be directed to them and get your support. During peak hours, there might be high call volumes, so we kindly ask for your patience as we work to assist everyone as quickly as possible) 

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:  

Visit Compare Office 365 Enterprise Pricing and Plans | Microsoft 365, choose any plan and click try for free to start a free trial.     

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 referencing your locked account without further issues.

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

• After clicking on "Help & Support" button like this image, you can type "I need agent support via phone or email". After that, you can click on "Contact support" 
• Choose contact method: "Phone" 
• Fill all the information in this contact support details, please describe your situation carefully so they will have enough information to help you. 
• Finally, click on "Contact me" 
• 
• 
• 
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• After completing them, you will receive an email appointment for a meeting to review this issue professionally together. 
• For more details, you could refer to this article: Get support for Microsoft 365 for business 

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

Note: After creating the support ticket, please kindly let me know the ticket number so I could also track its process to help you regain access to your account. 

Thank you for your kindness and patience! 

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