I am locked out of my Microsoft 365business account and need assistance please!

Question

Good evening,

I received a new phone line yesterday and when changing numbers, my phone authenticator apps are now all logged off. I tried logging into my Outlook business account, however, the password is not working, and I am unable to reset due to not being able to use the authenticator apps and the alternate email is the same as the business account that I am trying to access. I have reached out to my IT Security provider Verito, and unfortunately, they were unable to help. They tried reaching out several times but were never able to speak to a live person at Microsoft and were unable to find a support email contact. I have been trying all day to find any assistance as I cannot login to the Microsoft sites. I have called the 1-800-865-9408 assistance line more than a few times and finally received a Service Request Number. I would appreciate any help. Thank you!

Answer 1

Thank you for the quick response Huy-K!

Answer 2

Dear @Dallas Graten,

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

I apologize for any inconvenience you may encounter when using our services/ products. Based on your description, kindly try these following steps:

If you are an end-user: Please contact your IT Administrator for further assistance. How do I find my Microsoft 365 admin? - Microsoft Support

If you are a Global Administrator of your tenant:

Option 1: You may need to contact the Data Protection Team at the service phone number via this link: Customer service phone numbers - Microsoft Support.

The main objective is to go through the IVR (automated system) until you reach a live agent and emphasize this very important security factor. Please help me try this script below, this is a commonly used script for authentication issues to bypass IVR, but you can try to see if it helps get through the system. Please help me to speak loudly, only keywords, clearly and patiently waiting for the machine's response. First, when you call the hotline, they will ask you what kind of problem you are facing with.

Answer: Authenticator.
A: What products do you use?
B: Office 365 for business.
Verification: Education or corporate account?
B: For companies
A: Are you an administrator?
B: Yes.
A: Are there other administrators in your organization?
B: No.
A: I need one.... Service request?
B: Yes

When you speak with a real agent, they can create a ticket for you in the affected tenant and then transfer that ticket to the Data Protection team.

Option 2: Create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

If you still can't get in touch with a real person for help, help me try the following:

Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

As a moderator, I do not have the tools to investigate your specific account directly, as this is a support forum between users. Moderators and collaborators, including external Microsoft employees, may not directly intervene in the functionality of Microsoft products or access internal systems. Our role is limited to providing technical guidance on reported problems, requests, or ideas. However, I will do my best to guide you as clearly as possible.

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