I am locked out of original tenant as the sole administrator

Question

I am locked out of my original tenant as the sole administrator. No help on microsoft. How can i get back my account? No other administrator. Lost phone and MFA. I am calling an all phones witch find on microsoft web. No help, only artificial intelligence speaks and says that it can't help. I know everything about this account because I am the administrator. Bank card, mail, phone number, etc.

Answer 1

Dear @Saulius Rukšėnas,

Thank you for posting your question in the Microsoft Q&A forum.

Based on your description, I understand how urgent this situation must feel, especially since you’re the only administrator and need to manage your subscription. Please know you’re not alone in this, and we’ll guide you through every step to get you back in control as quickly as possible.

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

Since you are the only administrator and are locked out, the most direct method is to call Microsoft's support line to raise a request for resetting your authentication method. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

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

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes  

This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method) 

If you have difficulty reaching an agent by phone, there is a reliable workaround. This involves creating a new, temporary Microsoft 365 account to contact the support team online. 

• Sign up for a new Microsoft 365 Business trial using this link: Compare All Microsoft 365 Plans. You will need to use a different, personal email address to register. 
• Once the trial account is created, log in to its Admin Center. 
• From the Admin Center, open a new Service Request. For reference:  Get support | Microsoft Docs   
• In the ticket description, explain that you are locked out of your primary tenant (your.onmicrosoft.com) and that you need to speak with the Data Protection team to regain access. Provide your locked account's details and a good contact number for them to reach you. 

Important: Please remember to cancel the trial subscription after your original account issue is resolved to avoid any future charges. 

I am confident that the Data Protection team can resolve this for you. Please try the phone option first, as it is the most direct path. Let me know if you have any questions about these steps. 

Note: Please understand that as a forum moderator, my role is to provide general guidance and troubleshooting support. I don’t have access to internal systems or backend tools, and I appreciate your understanding of these limits.

I hope the information shared helps point you in the right direction. Please try the steps above and let me know if they work. If not, we can continue working together to narrow this down.

The first response may not always resolve the issue right away, but with your help and more details, we can work toward a solution.

Thank you for your patience and understanding. I'm looking forward for your reply.

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".   

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

If you are locked out of your original tenant as the sole administrator and have lost access to your Multi-Factor Authentication (MFA) method, there are a couple of steps you can take to regain access:

1. Contact Microsoft Data Protection Support: Since you are the only administrator, you will need to reach out to Microsoft Data Protection Support. You can do this by calling their customer service hotline. When you call, make sure to explain that you are the sole administrator and have lost access to your MFA. This is crucial for them to assist you effectively.
2. Create a Temporary Account (Trial Tenant): If you are unable to reach a live agent, you might consider creating a new trial tenant. This will allow you to access the admin console of the new tenant and submit a support ticket requesting help from the Data Protection team regarding your locked original tenant. Be sure to provide all relevant details about your locked account when submitting the ticket.
3. Prepare for Verification: Be ready to verify your identity and administrative rights for the locked tenant. This may include providing information such as your administrator account email address and any error messages you are receiving.

These steps should help you in regaining access to your account. If you continue to face issues, it may take some time for Microsoft support to respond, so patience is key.

---

References:

• Global Admin Locked out - Microsoft Q&A
• Requesting a Tenant Admin MFA Reset - Microsoft Q&A