I can not log in to my global admin account

Question

I can’t log in to my Global Admin account. Because my authenticator app had an error, I can’t use it. I’ve tried approving the login by receiving a code via SMS or through a phone call, but it keeps failing. I can’t do an account recovery either, because the second method also requires me to approve with an SMS code or a phone call. I can’t contact support via chat because I can’t sign in. What should I do?

Answer 1

Hello @Pernille Holmestad-Bechmann,

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

I’m sorry you’re stuck in this loop with the authenticator and unable to sign in. I know how frustrating it is when every recovery method still asks for the MFA code you can no longer generate.

Before we look at the next steps, may I ask whether your tenant has another Global Admin or any admin‑level account available? If there is at least one more admin in the organization, that person can sign in to the Microsoft 365 Admin Center and reset or revoke MFA for your account. This is the quickest and most reliable way to recover access, and it doesn’t require any additional verification from your side. They can revoke and require re-registration of Multi-Factor Authentication (MFA) settings for your account by following these steps: 

• Sign in to the Microsoft Entra Admin Center 
• Navigate to Users > Your Account > Authentication methods 
• Select Require re-register MFA 

If you are truly the only Global Admin in the tenant, you will need to contact Microsoft’s Data Protection team. This team has the authority and the specific security procedures to verify your identity as the legitimate owner of the account and then reset your MFA settings from their end. Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support    

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

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)       

In some regions you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:  

• What kind of problem are you experiencing?          
• Answer: Authenticator          
• What products do you use?          
• Answer: Office 365 for business          
• Is this for an education or company account?          
• Answer: For companies          
• Are you an administrator?          
• Answer: Yes          
• Are there any other administrators in your organization?          
• Answer: No. I am the only admin in my tenant           
• Do you need a... Service request?           
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.       

During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details. This is a normal part of the security procedure. 

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If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

Important notes:     

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges.  

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action on your account as a forum moderator, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.  

Please understand that as forum moderators, we do not have the tools or sufficient access to make changes to user accounts, including logging in, resetting passwords, or modifying access rights. For your security, only Microsoft Support can assist with these requests. 

Warm regards, 

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Answer 2

To regain access to your Global Admin account, follow these steps:

1. Contact Microsoft Data Protection Support: Since you are unable to log in and have no access to the authenticator app or SMS verification, your best option is to contact Microsoft Data Protection Support directly. You can do this by calling their customer service hotline. When you call, make sure to explain that you are the only Global Administrator and that you are locked out of your account.
2. Use the Automated Phone System: When you call, you may encounter an automated system. Here’s a suggested way to navigate it:
   • When asked about your problem, say "Authenticator".
   • Specify that you are using "Office 365 for business".
   • Confirm that it is a company account and that you are the administrator.
   • Indicate that there are no other administrators in your organization.
   • Request to create a service request.
3. Create a Temporary Account (Trial Tenant): If you cannot reach a live agent, consider creating a new trial tenant. You can sign up for a free trial of Microsoft 365. Once you have access to the new tenant, you can submit a support ticket to the Data Protection team regarding your locked account. Be sure to provide details about your locked account, including your administrator email and any error messages you are receiving.
4. Prepare for Verification: Be ready to verify your identity and administrative rights for the locked tenant when you contact support.
5. Follow Up: After submitting your support request, keep an eye on your email or phone for any communication from Microsoft regarding your account recovery.

These steps should help you regain access to your Global Admin account.

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References:

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