Lost access to Authenticator, Global Admin locked out of 365 tenancy

Question

Lost access to Authenticator, Global Admin locked out of 365 tenancy

Martin Kingsley 20

The Global Admin user for a client's tenancy has been locked out due to a lost phone, and has no backup 2FA method set up on their only admin account. I would like the Data Protection team to assist in recovering the account please @Raja Pothuraju

Sridevi Machavarapu 22,120 Reputation points Microsoft External Staff Moderator

2026-02-10T01:24:56.5733333+00:00
Hello Martin Kingsley,

To assist you further and forward this to Microsoft’s Data Protection Team, we need some additional information. As this involves Personally Identifiable Information (PII), please share the following details with us via private message only (do not post publicly):

Contact phone number (including country code)

Contact Email address

Email address (affected account)

Country

Time zone

Tenant domain name (e.g., contoso.onmicrosoft.com or verified custom domain)

Tenant ID

Azure subscription ID or billing information associated with the tenant (this helps confirm ownership)

Language

Once we receive this information, we will forward it to Microsoft’s Data Protection Team for further assistance.

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Sridevi Machavarapu 22,120 Reputation points Microsoft External Staff Moderator

2026-02-10T01:24:56.5733333+00:00

Hello Martin Kingsley,

To assist you further and forward this to Microsoft’s Data Protection Team, we need some additional information. As this involves Personally Identifiable Information (PII), please share the following details with us via private message only (do not post publicly):

Contact phone number (including country code)

Contact Email address

Email address (affected account)

Country

Time zone

Tenant domain name (e.g., contoso.onmicrosoft.com or verified custom domain)

Tenant ID

Azure subscription ID or billing information associated with the tenant (this helps confirm ownership)

Language

Once we receive this information, we will forward it to Microsoft’s Data Protection Team for further assistance.

Answer 1

Sridevi Machavarapu 22,120 Microsoft External Staff Moderator

Hello Martin Kingsley,

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to login and make changes in your tenant.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

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Lost access to Authenticator, Global Admin locked out of 365 tenancy

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