Admin access

Question

Hi.

We have lost access to administrative control of our 365 accounts. We need to re-assign global admin access to two email addresses that are part of our organisation that we have access to. We tried to do this last year but didn’t get the DNS done in time, can you start this process again please? May we need to do a DNS again?

Thanks

[Moderator note: personal info removed] 

Club Manager

[Moderator note: personal info removed]

Answer 1

Hello @abbeydalesquash,

Welcome to the Microsoft Q&A Forum and thank you for your question. 

 

Before we move forward, could you please confirm whether there is any other admin in your organization who is still able to sign in to the Microsoft 365 Admin Center at https://admin.microsoft.com? If another admin can still access the portal, please let me know.

 

However, if no one in your organization can access the Admin Center anymore, then the next step is to contact Microsoft’s Data Protection Team. This team is the only group authorized to verify your identity as the legitimate owner of the tenant and help recover or reassign the Global Admin role. To reach them, please call Microsoft Support using the hotline for your region through this page: 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.  

 

Please let me know whether you still have another admin with access, I’ll be happy to assist you from there.

Warm regards,

---

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.