Global Admin locked out of primary account and cannot reset backup account password

Question

I am locked out of my primary Global Admin account due to an authentication/MFA issue that Microsoft has yet to completely resolve after more than 2 weeks (that is an entirely other and immensely frustrating issue). I have a backup Global Admin account I created but had never logged into as I had not needed it. Now, I need it (see primary account issue), and it is telling me my password is incorrect. When I go to reset it, I am receiving a "We're sorry...." message saying that password reset is unavailable for this account and to contact the Global Admin (again, see primary account issue). I just need a password reset on this backup account so I can get into the tenant. I have tried calling the Support line but I swear to gosh, if I have to do that again, I will need to be committed as that is THE WORST in the entire world. Anyone have any suggestions or help me escalate for assistance?????

Answer 1

From your message, you have a primary Global Admin Account that you are locked out of.

You also have a backup Global Admin account that you have never used, and now you found that you are also locked out of.

You have limited recourse in this case.

I would assume you have no further Global Admins that can reset your account

Did you purchase your license from a reseller? Do they have delegated admin access?

If neither of this work, you will have to raise a support ticket.

You can do this by calling the support hotlines, or creating a trial account and using their support page to raise a ticket.

If you choose to call, they do have a Interactive Voice Responder that needs to be carefully navigated

People have found this script works. You may try and see

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

 IVR: What kind of product do you use? 

You: Office 365 for business.

IVR confirmation: education or company account? 

You: For companies or For education

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes 

Answer 2

Hi @Jessica Weigh,

Thank you for posting your question and I’m sorry to hear you're locked out of your Global Admin account. I understand how concerning and it can be to lose access to your Microsoft 365 tenant.

To ensure we resolve this securely, I have initiated a private message for your convenience and left a note there. At your earliest availability, please review that message so I can assist you more affectively.

To access your private messages, sign in to the Q&A forum using the account you used to post your question. Then, navigate to the Private Messages section to view and respond.

Thank you for your attention to this matter. I look forward to your response.