URGENT: Locked out of Power BI tenant – MFA loop, no accessible Global Admin, all support channels blocked

Question

PLEASE NOTE THAT DATA PROTECTION SUPPORT IS INACCESSIBLE DUE TO ISSUES DETAILED BELOW. IVR AUTOMATICALLY ENDS THE CALL.

Summary:

• I have a paid Power BI Pro tenant
• I am completely locked out due to an MFA loop
• There is no accessible Global Administrator
• Microsoft Support phone automation blocks escalation
• I am the billing owner and can prove subscription ownership.

Hello Microsoft Support Team,

I am requesting urgent assistance with a Power BI/Microsoft 365 tenant lockout that I have been unable to resolve through any standard Microsoft support channel (I am unable to open a ticket through the PowerBI/Fabric support portal)

This is now a critical tenant ownership and administrator recovery issue.

1. I originally signed up for Power BI using an existing personal Microsoft account (@hotmail.com).
2. During signup, Microsoft did not allow continued use of the personal account and instead automatically created a work account: ******@xxxxxx.onmicrosoft.com
3. This account has been used exclusively for Power BI access.
4. The Power BI Pro subscription is paid, and I have a recent invoice and full billing details available to prove ownership.
5. My personal Microsoft account receives the invoices and is the billing contact.

Attempting to sign in to ******@xxxxxx.onmicrosoft.com immediately results in an MFA loop. The only configured MFA method is Microsoft Authenticator. In the Authenticator app, the account only shows "Sign In" and does not generate codes or approval prompts. As a result I cannot access admin.microsoft.com, entra.microsoft.com, myaccount.microsoft.com or open a ticket via the PowerBI/Fabric support portal.

Automated phone systems and IVR checks report that ******@xxxxxx.onmicrosoft.com is NOT recognised as a Global Administrator, automatically ending the support phone call. My personal Microsoft account @hotmail.com cannot sign in to admin.microsoft.com as it is a consumer account. This suggests that either:

• A hidden or automatically generated Global Administrator for my tenant may exist, or;
• The Global Administrator role was never correctly assigned during account creation

I am requestiong URGENT manual intervention from a Microsoft employee to work towards account recovery. I am ready to provide UPN, tenant domain, and billing information upon request.

Any guidance or escalation from a Microsoft employee would be greatly appreciated, as the tenant is currently unusable despite an active paid subscription.

Answer 1

Hello Abeer Kareem

Thanks for sharing the requested details in Private messages tab.

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.