i have a customer that doesnt have acces to there account

Question

i have a customer that doesnt have acces to there account

Bjorn Jansen 20

This user has contected us for support but there locked out of there m365 admin enviorment because they dont get a MFA code because that was linked to tehre old iphone that one is wiped and there are no other soloutions to get a code so no sms no email i need help!

John Jefferson Doyon 58,170 Reputation points Independent Advisor

2026-01-27T13:48:37.8666667+00:00

Hi, I'm John! I will help you with this.

To clarify first, is your client the only Global Administrator on the Microsoft 365 tenant, or is there another Global Admin who can still access the admin environment?

Click "Add comment" to let me know.
Bjorn Jansen 20 Reputation points

2026-01-27T14:01:31.44+00:00

Hey John,

SHe is the only one that has global admin rights

Answer accepted by question author

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John Jefferson Doyon 58,170 Reputation points Independent Advisor

2026-01-27T13:48:37.8666667+00:00

Hi, I'm John! I will help you with this.

To clarify first, is your client the only Global Administrator on the Microsoft 365 tenant, or is there another Global Admin who can still access the admin environment?

Click "Add comment" to let me know.
Bjorn Jansen 20 Reputation points

2026-01-27T14:01:31.44+00:00

Hey John,

SHe is the only one that has global admin rights

Answer 1

John Jefferson Doyon 58,170 Independent Advisor

SHe is the only one that has global admin rights

Thank you for letting me know.

If she is the only Global Admin, then the only way forward is to contact Microsoft 365 Business support directly via phone https://support.microsoft.com/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2 They’ll ask her to verify domain ownership and can help reset the MFA requirement so she can get back into her admin account.

Or, she can create a temporary trial Microsoft 365 Business account and use it to reach Microsoft Support directly through the admin center, that often helps connect with the right support team faster:

Create a trial account here: https://www.microsoft.com/microsoft-365/business/microsoft-365-business-standard-one-month-trial
Using the trial account, Sign in to Microsoft 365 admin center https://admin.microsoft.com
Select Support > Help and support, enter question and select Contact support.
She may cancel her trial subscription before the free trial period ends to stop future charges.

I really hope this information is helpful! Let me know if you have any further questions or concerns.

Regards,

John J.D.

Bjorn Jansen 20 Reputation points

2026-01-27T14:48:59.0066667+00:00

WHat do i need to say on the phone ? because of the ai?
John Jefferson Doyon 58,170 Reputation points Independent Advisor

2026-01-27T14:53:37.11+00:00

If you're stuck with AI and in a loop, I would suggest trying the free trial account route to open support live tickets; it is way faster than calling.
Bjorn Jansen 20 Reputation points

2026-01-27T15:11:50.9533333+00:00

She is trying to create a trial account, but her credit card is not being accepted. The card itself is valid and normally accepted, however it is already linked to an account that she no longer has access to. Unfortunately, she does not have another credit card to use.
Bjorn Jansen 20 Reputation points

2026-01-27T15:12:18.6666667+00:00

that the account we are trying to recover
John Jefferson Doyon 58,170 Reputation points Independent Advisor

2026-01-27T15:35:29.39+00:00

She had no choice but to continue with the call then. I understand the frustration, but it is the only way forward.
Bjorn Jansen 20 Reputation points

2026-01-27T15:43:18.8933333+00:00

but the AI says that i need to make a support ticket in the admin center but the thing is she cant enter into that because of the MFA issue is there a way to get a Microsoft person into this convo?
Bjorn Jansen 20 Reputation points

2026-01-27T15:45:47.17+00:00

can we make a support ticket for her because we can make a support ticket? in our tenant? and if so what do we need to put into the support request?
John Jefferson Doyon 58,170 Reputation points Independent Advisor

2026-01-27T15:47:13.4033333+00:00

This forum is public, we can only provide information.

Going back to creating a trial account, could you check if there's an option to choose a debit card or PayPal?
John Jefferson Doyon 58,170 Reputation points Independent Advisor

2026-01-27T15:48:10.3833333+00:00

Yes, you can make a support ticket for her.
John Jefferson Doyon 58,170 Reputation points Independent Advisor

2026-01-27T15:48:19.77+00:00

Yes, you can make a support ticket for her.
Bjorn Jansen 20 Reputation points

2026-01-27T15:49:28.5766667+00:00

Okay so What do we need to put into the request?
John Jefferson Doyon 58,170 Reputation points Independent Advisor

2026-01-27T15:53:34.3266667+00:00

Open a live chat using the steps I mentioned earlier using the admin account you have access: Select Support > Help and support, enter question and select Contact support.

Then mention her admin account, the current situation is and your intention. If she's with you currently it would be safer for both as it will require some information for validation.

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i have a customer that doesnt have acces to there account

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