Microsoft Office Code not being sent

Question

Hello Microsoft

Please assist -

We have a Global ad,in account that we are locked out of because the number registered belongs to a user that left. We tried to sign in with another Admin account however the SMS Codes are not coming through.

Please assist

Best Regards,
[Moderator note: personal info removed]

<Moved from Office/Access>

[Moderator note: personal info removed]

[Moderator note: personal info removed]

Answer 1

As this forum is a public platform, I have moved your screenshots to a private message to safeguard your privacy. To maintain the security of your information, please avoid the inclusion of personal details or screenshots with sensitive information in future posts.

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Hi @Zubenathi Mehlomakhulu,

Thank you for posting your question in the Microsoft Q&A forum, and I’m sorry to hear you’re experiencing difficulties accessing the Global Administrator account.

From what you’ve shared, it indicates a possible tenant‑wide admin lockout. In this situation, for security reasons, only Microsoft’s specialized support team has the necessary tools and permissions to assist with account-level issues such as MFA resets or advanced troubleshooting.

With that in mind, please follow the options below to connect with the Data Protection team so they can guide you through the verification and recovery process.

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Option 1: Contact Microsoft Data Protection Support by phone

(Please proceed with the second option if contacting phone support is not applicable to your situation)

You can try reaching out to Global Customer Service phone to raise a request here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query. This should allow you to contact the appropriate team so you can solve this incident as soon as possible.

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.

You’ll need to verify your ownership of the Microsoft 365 tenant with Microsoft’s Data Protection Team. This verification process typically requires providing the following documentation:

• Proof of domain ownership, such as access to manage DNS records
• Billing or subscription information, including payment methods or account history
• The Tenant ID of the affected Microsoft 365 organization
• Official business registration documents
• Documentation confirming you are an authorized signatory for the business

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Option 2: Create a new tenant to submit a support ticket (Alternative method)

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. (Please select "Try for free" under a subscription)

This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.

To create a support ticket: In the Microsoft 365 admin center > Help & Support.

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:

"Hello, I’m unable to access my previous Microsoft 365 tenant, and no admin in our organization currently has access.

I created this new tenant solely to request assistance. I kindly ask to be connected with the Data Protection team to verify my identity and help me recover access to the original tenant.

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."

It is important to note: Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn.

I hope this helps you regain access to your account quickly. Please feel free to reach out anytime if you need further assistance.

If you find my post useful, and as other users will also search information in this community, your valuable vote up will definitely also help other users who have similar queries easily to find the correct channel and useful information more quickly.

Thank you for your kindness and contributions to the forum.

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