Cannot login into my Microsoft global admin account

Question

I cannot access the account because because I have lost access to the authenticator app. Please help me resolve this I have tired all the possible options. I have access to and own the domain but cannot get into my admin account

---

Moved from: Microsoft 365 and Office | Access | For business | Windows

Answer 1

I understand this is a long response, but please read each step carefully as these are the methods I’ve successfully used to help many users regain their admin account when all access was lost. 

---

Hello @Kelly Lynn McKamey,   

Thank you for reaching out to the Q&A forum!   

I hope you understand that as a forum moderator, I don't have access to backend systems and cannot view or modify your account directly. However, based on my experience handling similar cases, I can guide you in the right direction.  

For your situation, please confirm this point:  

Are you the only Global Admin in your organization, or is there another admin who still has access? 

If you are the only admin in your organization, you need to take important steps to contact Microsoft Support directly to regain your admin account access. This includes two options: 

---

Option 1: Request MFA Reset via Microsoft Global Customer Service:      

Since you can't access the admin center, you can try contacting our global customer service by phone and requesting a reset of your authentication method here: Customer service phone numbers - Microsoft Support

During the call, you need to ask to speak to an agent and provide them with all the details about your request. This will allow you to contact the relevant team to resolve the incident as quickly as possible. 

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

Important: When using an automated voice system, you make sure to clearly say "Commercial Account and Billing Support". This is the keyword for forwarding your call to a human agent.   

In some countries, it's an automated conversation like: When you call the hotline, you'll first be asked the following:             

IVR: What is the problem?             

You: Lost access to the Global Administrator account due to MFA.      

IVR: What product do you use?             

You: Office 365 Business.             

IVR Confirmation: Education or Corporate Account             

You: For companies             

IVR: Are you an administrator?             

You: Yes.             

IVR: Is there another administrator in your organization?             

You: No.             

IVR: Do you need a service request?             

You: Yes.   

Note: Please try 2 or 3 times until you reach out to an agent. 

---

Option 2:  Create a New Trial Tenant to Submit Support Request: (Recommended)  

1.Set up a new trial tenant (Trial subscription):  

If you still can't reach the agent, there's a solution. You can sign up for a new trial tenant by subscribing to a business trial using this link: Microsoft 365 Business Plans and Pricing | Microsoft 365

You can follow the guided setup process to create a new account for a new trial tenant.        

2.Access the Admin Console for new tenants to request privacy support for a previous tenant: 

• Once you've signed up for the new Microsoft 365 trial and created the tenant, sign in to the: Microsoft 365 Admin Center with your new tenant's credentials.                 
• Please follow this article: Get support - Microsoft 365 admin | Microsoft Learn       
• On the right bottom corner, click on "Help & support"

• In the ticket description, you clearly state that you're trying to regain access to your previous tenant and want to be connected to the Data Protection team for assistance. You can infer this sample:

---

"Hello,    

I am the sole Global Administrator for this tenant. I am currently unable to access any Microsoft 365 admin portals because I lost my Multi-Factor Authentication (MFA) method.   

I created this new tenant to request assistance. I want to be connected to the Data Protection team to reset my MFA to restore access to my original tenant.            

Here are some details about the previous tenant to confirm my identity:” 

---

I truly hope you’ll be assisted soon by our dedicated technical team. And if you receive any updates or insights, please feel free to reply here.   

Note: If your organization has another admin, please let me know, I can guide you through the correct steps for that scenario. 

Looking forward to hearing from you! 

---

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 unable to access your Microsoft global admin account due to losing access to the Microsoft Authenticator app, you can follow these steps to regain access:

1. Contact Microsoft Data Protection Support: Since you are the only global administrator, reaching out to Microsoft support is essential. You can call their customer service and request to speak with an agent. Make sure to explain that you are locked out of your account and provide all necessary details about your situation.
2. Follow the IVR Prompts: When you call, navigate through the automated prompts by indicating that you have an issue with the Authenticator app and confirm that you are the administrator of your organization. This will help direct your call to the appropriate team.
3. Provide Verification Information: Be prepared to verify your identity and ownership of the account. This may include providing your email address associated with the account, the domain name, and any error messages you are encountering.
4. Alternative Method: If you cannot reach a live agent, consider creating a new trial tenant to submit a support ticket. This will allow you to access the admin console of the new tenant and request assistance from the Data Protection team regarding your locked account.
5. Documentation: Have all relevant business documentation and information ready to facilitate the process.

These steps should help you regain access to your global admin account. If you encounter any difficulties, continue to reach out to Microsoft support for further assistance.

---

References:

• How Do I Regain Access to My Account After Losing Access to Microsoft Authenticator? (Urgent Request). - Microsoft Q&A
• Global Admin Locked out - Microsoft Q&A