New customer can not access admin portal due to mfa device is wiped

Question

We are Microsoft Partner and we have a new customer.

They have two Microsoft 365 tenants.

We need to manage their Microsoft 365, but their global admin accounts are protected by mfa and the phone with Microsoft 365 Authenticator has been wiped.

They didn't add a phonenumber or second mailaddress as extra mfa option.

Now they (and we) can't access their admin account.

Is there a DECENT way to contact The Data Protection Team for a reset of mfa's for the 2 tenant admin accounts ?

We tried to do it by calling Microsoft support, but we get a CoPilot answering machine that sends me round and round, but no mfa reset.

Answer 1

Hi @Wilco de Jong,

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.

Once the issue has been resolved by our support team, please feel free to revisit and kindly click "Accept Answer," as this will be helpful to other community members facing similar issues.