locked out of our Microsoft 365 tenant

Question

We are currently locked out of our Microsoft 365 tenant. The primary Global Admin account is inaccessible due to MFA (Microsoft Authenticator), and we no longer have access to the authentication method after switching phones.

We do have access to another user account, but it does not have administrator privileges, so we are unable to manage or recover access ourselves.

We have tried calling support multiple times, but we are only reaching an automated system (bot) that redirects us to the same support pages and login flows, without getting any actual help.

The entire issue started when the phone was changed and access to Microsoft Authenticator was lost.

We need assistance with resetting MFA for the admin account and ensuring we can regain administrative access to the environment.

Please let me know what information you need from us to proceed.

Thank you.

Answer 1

Hello Håkon T. Hanssen,

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.

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.