Sole Global Administrator and locked out due to an MFA issue with the Authenticator app

Question

Good morning,

I am the only admin for a microsoft 365 business basic account and unable to log in to administer the account as I have lost access to my microsoft authenticator app. No other means of authentication are available.

This is a full tenant lockout and I require need this issue to be escalated to the Data Protection Team. thank you

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Moved from: Microsoft 365 and Office | Access | For home | Windows

Answer 1

I already tried to call the support line and they redirected me to the portal. I tried again and the bot keeps "hanging up" on me with a kind of "help yourself online" message. This is quite frustrating and I have not be able to access my account for 24hours now when I actually need access to work.

Answer 2

Dear Titefleur o_O,

Thank you for reaching out to Microsoft Q&A forum. 

I’m truly sorry for the inconvenience and frustration this situation has caused. Based on the information you shared, it appears that you are currently unable to access your tenant because you are the only administrator, and you no longer have access to the Authenticator app, with no alternative MFA method configured.

To gain access to your account again when you are the only admin of the tenant, our Data Protection team can support you in this matter by using established tools and processes to verify your identity and help restore secure access to your administrator account. 

Please note that forum moderators have no control over user accounts, especially when it comes to logging in to your account, resetting your password, changing your access, etc.       

Therefore, please try to find the related hotline number to call the frontline 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, the initial interaction may be automated, so here’s a general idea of how the conversation might go to help you prepare:       

• 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.

If your organization's Office 365 Business/Education subscription is from a partner or reseller, and the global administrator is unable to open a service request on your end, contact the reseller's support provider to help open a service request on behalf of you instead.    

I hope this information helps you take the right steps to regain access to your account. If you have any updates or additional details, please feel free to leave a comment under this post. I’ll be happy to assist further within my scope. 

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