Completely stuck with admin issues

Question

Hello

We are a group of 6 people using 0365 Biz Basic plan. I am the admin and recently changed my phone. The Authenticator stopped working. So now I can't log into my admin account - it asks me to input the code from the Authenticator - which doesn't work, and gives me no other options. I tried to call in and raise a ticket - no such luck. The AI agent said I wasn't the Global Admin. I am the only admin for the account - like I said, its 6 of us that use this license and none of my other compatriots are admins.

I am stuck, with no way out. Not sure how I can get support to authenticate my credentials, get the Authenticator working and be able to once again get into the Admin console. There is no support available when you need it.

Sanjiv

Answer 1

Dear @Sanjiv Sinha,

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

I sincerely apologize for the inconvenience you’ve experienced. I truly appreciate your patience during this time and thank you for bearing with us.

If contacting phone support was not successful, I recommend proceeding with the next step to raise a support ticket. Since you cannot access the Microsoft Admin Center, you can try set up a new trial tenant and submit your support request: 

1.Visit the Microsoft 365 Enterprise Plans page: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365. 

2.Choose a plan and start a free trial: Select any of the available plans and click "Try for free" to begin the trial setup process. 

3.Follow the guided setup: Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment. 

4.Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/AdminPortal/Home#/homepage

5.Go to Support: In the left-hand navigation menu, click on "Support" and then "Help & support." 

6.Raise a support ticket: Describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:  

• Your administrator account email address for the tenant. 
• The domain name of your tenant  
• Any error messages you are receiving. 
• Details about the issues you are experiencing (e.g., update banking information).
• Confirmation that you are the administrator of the tenant. 
• If you are still being informed that you are not a Global Administrator, you will be required to provide additional proof. For example, you may need to demonstrate that you are the owner of the tenant by submitting the subscription purchase invoice.

7.Submit your ticket:

Follow the prompts to submit your support request. You will likely receive a ticket number for tracking. 

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. 
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. 
• 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. You can typically do this within the Microsoft 365 Admin Center under "Billing" > "Your products." 

I hope these steps will help resolve your issue. If you need further assistance, I am always here to help.   

Thank you for your patience and understanding. I appreciate your continued trust. Hope you having a nice day and really much warm regards to you as well!

Answer 2

To regain access to your Microsoft 365 admin account after changing your phone and losing access to the Authenticator app, you can follow these steps:

1. Contact Microsoft Data Protection Support: Since you are the only admin for your account, you will need to reach out to Microsoft support directly. When you call, clearly state that you are the sole Global Administrator and explain your situation. Use the following prompts when navigating the support system:
   • Indicate that you are having an issue with the Authenticator.
   • Confirm that you are using Office 365 for business.
   • Specify that you are a company account and the only administrator.
2. Create a Temporary Account (Trial Tenant): If you are unable to reach a live agent, consider signing up for a trial Microsoft 365 tenant. This will allow you to access the Admin Center and submit a support ticket. Here’s how:
   • Register for a new tenant by signing up for a trial subscription.
   • Once created, access the Microsoft 365 Admin Center and navigate to "Help & Support" to submit a support ticket. Clearly state that you are locked out of your original tenant and provide necessary details such as your admin email and any error messages you received.
3. Follow Up: Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant. The resolution time might take longer since you are contacting support from a different tenant.
4. Cancel the Trial Subscription: After your issue is resolved, remember to cancel the trial subscription to avoid any unintended charges.

These steps should help you regain access to your admin account and resolve the issues with the Authenticator app.

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References:

• I cant log in to my business account because it is requiring Authenticator app which I do not have - Microsoft Q&A
• I have a Micrsoft business account and I am the admin and the only user registered under this account. I can't log in because i have replaced my phone and the authenticator doesn't work. - Microsoft Q&A