Urgent: Global Admin Locked Out - MFA Loop - Total Business Disruption

Question

Hi everyone,

I am the sole Global Admin for our business tenant and I am completely locked out.

The Situation:

• Account: @tencomm.onmicrosoft.com
• The Issue: I reset my password yesterday. The password reset was successful, but I am still being prompted for MFA via the Microsoft Authenticator app.
• The Problem: I no longer have access to the Authenticator app (new phone), and no other MFA methods (like SMS or Email) are being offered.
• Current Status: I am in a 'Total Lockout' state. Since I am the only admin, there is no one else to reset my MFA settings. My OneDrive is no longer syncing because of the password change, which is causing a major business disruption.
• 

Steps Taken:

• I have tried calling Microsoft Support multiple times. Yesterday I was on hold for over 3 hours with no answer.
• I managed to get a bot to say it is 'creating a case,' but I have not been able to speak with a human agent to get a Case Number.
• I am posting this from a secondary/personal email account because my primary business account cannot receive emails or be accessed.

Request: I need an MFA Reset from the Data Protection Team. Can anyone provide a direct way to escalate this or a specific phone path that actually leads to a human agent for the Israeli region?

Thank you for your urgent help!

Answer 1

Dear @Edelina,

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

Please understand that our forum is a public platform, and we will modify your question to cover your organization domain name in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data.

Based on your description, you wonder how a tenant can recover access when all Global Admins are locked in an MFA loop. I understand this is the urgent situation. To assist you effectively, I will guide you through specific, step-by-step methods to ensure you can reach the data protection team directly and regain access to your admin console without further delay.  

That said, here are a few recommended steps you can take to get direct help from Microsoft:Contact Microsoft Support by Phone    

Find the appropriate phone number for your region here: Customer service phone numbers - Microsoft Support    

To help you navigate the automated phone system (IVR), here’s an example of how the conversation might go:    

IVR: What kind of problem are you concerned about?     You: Administrator account locked  

IVR: What kind of product do you use?     You: Office 365 for business    

IVR: Education or business account?     You: For business    

IVR: Are you an administrator?     You: Yes    

IVR: Do you have another administrator in your organization?     You: No    

IVR: Do you need a service request?     You: Yes    

This should help you get connected to a live support agent who can assist you directly.  

If you can't create a support ticket during the call, I recommend creating a temporary tenant account and submitting the support request from there. To create a new tenant, follow these steps:

1. Visit Office 365 E3 - Enterprise Collaboration and Productivity | Microsoft    
2. Select any plan and click Try for free.    
3. Complete the setup to create a new tenant.    
4. Ticket support: In the Microsoft 365 admin center>support>help & support. You can create a support ticket: https://admin.microsoft.com/#/support/requests     

Important: Please remember to cancel the trial subscription once your issue is resolved to avoid any charges.    

I hope information above can help you resolve issue ASAP, if you have any other questions, please feel free to reach out.

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