Reset only global admin account lock out

Question

I am locked out of global admin account:

advancedprintworx.onmicrosoft.com

MS=[Moderator note: personal info removed]

Neil [Moderator note: personal info removed]

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

If you are locked out of your global admin account, you can take the following steps to regain access:

1. Contact Microsoft Data Protection Support: Since you are the only global admin, you should reach out to Microsoft Data Protection Support by phone. Provide them with your account details and explain that you are locked out. You can find the customer service phone numbers for your region on the Microsoft Support website.
2. Use Security Information for Password Reset: If your global admin account has the password reset capability enabled, you can attempt to reset your password using your security information. This typically involves verifying your identity through a mobile device or email.
3. Create a Temporary Account: If you cannot reach a live agent, consider creating a temporary account by signing up for a trial subscription. This will allow you to access the admin console of the new tenant and submit a support ticket requesting assistance for your original account.

Make sure to explain your situation clearly when contacting support, as they will need to verify your identity and account ownership.

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References:

• Solve account access problems
• Reset my password

Answer 2

Hello @Neil Livesey

Welcome to the Microsoft Q&A Community! 

Please note that this forum is a public platform, so we’ve adjusted your question to hide your organization’s domain name. For future posts, kindly avoid sharing any personal or organizational details to help protect your data. 

I’m really sorry to hear you’re locked out of your Global Admin account. I know how stressful and disruptive that can be, especially when you just need to get back into your tenant as quickly as possible. 

As a forum moderator, I truly wish I could fix this directly for you, however, I unfortunately don’t have access to any tenant‑level tools or account information. 

Hence, in case you are the only admin in the tenant, only Microsoft Data Protection team can help you restore access. Please find the appropriate contact information here and make a phone call: Customer service phone numbers - Microsoft Support 

Once your ticket is assigned and you receive a call from an agent, please be ready to provide details associated with your subscription, such as: 

• The primary domain associated with your Microsoft 365 subscription. 
• Billing details associated with the subscription, such as invoice numbers or partial payment information. 
• Official business information matching what is listed on the tenant profile. 

Having this information prepared will help expedite the verification process. 

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 

Note:  

Sometimes, you may first hear an automated voice message. Please wait until it finishes. If an agent is available, you will then be connected and receive assistance. 

After submitting your support ticket, it may take some time for it to be assigned to an agent. Due to the high volume of requests, there could be delays in handling your case. Please allow 5-7 days for your ticket to reach an agent. 

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

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If you cannot successfully speak to a support representative, please consider creating a new tenant by signing up for a trial Microsoft 365 subscription via this link Compare All Microsoft 365 Plans | Microsoft. Once the new tenant is set up, use its admin console to submit a support ticket requesting assistance for your original tenant. Remember to cancel the trial subscription after the issue is resolved to avoid charges. 

Thank you very much for your valuable time and your cooperation. Let me know how it goes on your end or if you need further assistance.  

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