Need some actual assistance

Question

I am the sole global administrator of a tenant that we lost access to due to a phone getting replaced. we have the password and a phone number - but we cant get passed it because somehow the administrator account has its own email as the recovery. any time i try to correctly go through any process to get this back, im sent to unhelpful pages, login screens asking me to log into the very account i dont have access to, phone numbers that send me back to unhelpful pages, or an AI bot that seems to waste 2 hours of my time before putting me on a silent hold for the rest of the day.
I am at the end of my rope here - I am trying to help these people recover this so i can get in and set up all the redundancies to ensure this doesnt happen again but its as though the universe is telling us to give up and abandon this tenant and for them to get a new domain altogether.
Can someone PLEASE help us? This is affecting our ability to conduct business.
I dont understand why getting actual help has to be so impossible.
Thanks

Answer 1

Hello David J. Rucker

The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to login and make changes in your tenant.

To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.