Adim Change

Question

We recently had a change of employees here the VP left the agency and all connection to our outlook is connected to that person email we'd like to change his ADMIN email to another users email which is the CEO but were unable to contact support or do anything without his admin acct being in reach he won't share his passwords to us as he is an ex-employee now what do we do as a company now?

Answer 1

Hi @Natalie Kash, 

Welcome to the Microsoft Q&A forum. 

Thank you for the time and effort you have already invested in trying to move this forward. Based on the details you shared, I understand you need to transfer Microsoft 365 administrator control from your former VP to your CEO, and you currently cannot access the previous admin account.  

Microsoft safeguards each tenant by tying administrator permissions to verified identities and confirmed ownership. Therefore, when the only global administrator is unavailable, Microsoft must first verify that your company controls the tenant before granting new admin access. In practice, this verification usually includes proving control of your email domain by adding a DNS TXT record and confirming subscription or billing details. 

Regarding your situation, please kindly follow these steps to help regain access to your admin account.  

Option 1: Contact Microsoft Support by Phone (Primary Method)     

You can try reaching out to our Global Customer Service phone to raise a request for resetting your account here: Customer service phone numbers - Microsoft Support.  

Please provide verification details:   

• Tenant Name   
• Primary Domain   
• Global Admin Email   

Option 2: Create a Temporary Account (Trial 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. 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 to Microsoft Support.        

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.     

Ticket Support: In the Microsoft 365 Admin Center > Support > Help & Support. You can raise support ticket at https://admin.microsoft.com/#/support/requests          

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. 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. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

Thank you for your kindness and contributions to the forum. 

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Answer 2

If the VP's account is the only admin account and you are unable to access it, you will need to follow the proper procedures to regain administrative access to your Microsoft 365 environment. Here are some steps you can take:

1. Check for Other Admins: Verify if there are any other user accounts with administrative privileges. If there are, you can log in with one of those accounts to manage user roles.
2. Reset the Admin Password: If the VP's account is the only admin account and you cannot access it, you may need to reset the password. This typically requires access to the recovery email or phone number associated with the account. If you have access to that, you can reset the password through the Microsoft 365 admin center.
3. Contact Microsoft Support: If you cannot reset the password or if there are no other admin accounts, you may need to contact Microsoft Support for assistance. They can help you regain access to your admin account. Be prepared to provide proof of your organization's identity and ownership of the account.
4. Consider Creating a New Admin Account: Once you regain access, consider creating a new admin account for the CEO or another trusted individual to prevent similar issues in the future.
5. Follow Security Protocols: Ensure that you follow your organization's security protocols to manage user accounts and access rights effectively.

These steps should help you regain control over your Microsoft 365 environment and allow you to change the admin email as needed.

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References:

• Step 5 - Give another employee access to OneDrive and Outlook data
• Overview: Remove a former employee and secure data