Help Recovering Global Admin Account – MFA Access Lost

Question

I am the only global admin and i lost accses to my admin center becase i change my phone and canot get app not on new phone

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Moved from: Microsoft 365 and Office | Other

Answer 1

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. 

Hello @He Lee Sidi,

Welcome to Microsoft Q&A Forum!

Since you are the only admin, you will need to contact Microsoft’s Data Protection team. This team has the authority and the specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:  

(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.)    

In some regions, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:      

• What kind of problem are you experiencing?         
• Answer: Authenticator         
• What products do you use?         
• Answer: Office 365 for business         
• Is this for an education or company account?         
• Answer: For companies         
• Are you an administrator?         
• Answer: Yes         
• Are there any other administrators in your organization?         
• Answer: No. I am the only admin in my tenant          
• Do you need a... Service request?          
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.      

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.    

 

If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365   

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.   

Important notes:    

1/ 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.   

2/ The resolution time might be longer as you are contacting support from a different tenant.   

3/ Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. 

 

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action on your account as a forum moderator, I sincerely hope that the steps and recommendations I’ve shared can support you through the process. 

If you have any updates or additional questions, please feel free to reply here. I’m always here and will do my best to assist you within my scope. 

 

Thank you for your understanding! 

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Answer 2

If you are the only global administrator and have lost access to your Microsoft 365 admin center due to changing your phone and not being able to access the Microsoft Authenticator app, there are a couple of options you can consider:

1. Contact Microsoft Data Protection Support: Since you cannot access the admin portal, you should reach out to Microsoft Customer Support by phone. Explain that you are the only admin and have lost access to your account due to MFA issues. They can assist you in resetting your authentication methods.
2. Create a Temporary Account (Trial Tenant): If you are unable to reach support directly, you can create a new Microsoft 365 trial tenant. This will allow you to access the admin console of the new tenant and submit a support ticket requesting assistance for your original tenant. Make sure to provide details about your locked account when submitting the ticket.

These steps should help you regain access to your account.

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References:

• Global Admin Locked out - Microsoft Q&A
• Locked out of global admin account (MFA) - business down - Microsoft Q&A
• I have a Microsoft business account and I am the admin and the only user registered under this account. - Microsoft Q&A