Can't access my account so need to contact the admin... but I am the admin

Question

I have an account with the email [Moderator note: Personal information removed]@hadeel.org

I can't access the account. When I try to reset the password, it says 'We've sent an email to the admin'. But I am the admin! Please support me with this issue as I've been stuck for months on this issue. So I get an email to my [Moderator note: Personal information removed]@hadeel.org email saying:

Request to reset user's password

The following user in your organisation has requested a password reset be performed for their account:

• [Moderator note: Personal information removed]@hadeel.org
• First Name: [Moderator note: Personal information removed] 
• Last Name: [Moderator note: Personal information removed] 

Consider contacting this user to validate this request is authentic before continuing.

If you have determined that this is a valid request, use your service's admin portal (Office 365, Windows Intune, Windows Azure, etc.) to reset the password for this user.

Want to let you users reset their own passwords? Check out how you can enable password reset for users in your organisation with just a few clicks.

Sincerely,

[Moderator note: Personal information removed] 

Answer 1

Thanks for the update, @Hadeel George Street.

You may want to try calling again during their business hours. In some cases, it can take a few attempts to get connected to a live support representative, as the automated system may initially route your request through virtual assistance options.

If you still have trouble using the frontline support, you can try set up a new trial tenant and submit your support request:    

• Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365. 
• Select any of the available plans and click "Try for free" to begin the trial setup process.     

• Complete the steps to create a new Microsoft account and a new tenant. This will be a separate and independent Microsoft 365 environment.    
• Access the Microsoft 365 Admin Center: Once the new tenant is created, navigate to https://admin.microsoft.com/.    
• Raise a support ticket by following this instruction: Get support - Microsoft 365 admin | Microsoft Learn

• Please remember to describe your issue in detail. Crucially, you must clearly state that you are locked out of a different, pre-existing Microsoft 365 tenant where you are the administrator. Provide the following information about your locked account:    
  • The domain name of your locked tenant     
  • Your administrator account. 
  • Any error messages you are receiving.    
  • Details about the authentication issues you are experiencing.    
  • Your proof of ownership. 

Important notes:

• This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.  
• Be prepared for Microsoft support to ask for verification of your identity and administrative rights for the locked tenant.    
• The resolution time might be longer as you are contacting support from a different tenant.    
• Remember to cancel the trial subscription for the new tenant once your issue with the original account is resolved to avoid any unintended charges. You can typically do this within the Microsoft 365 Admin Center under "Billing" -> "Your products."  

I hope you'll be able to reach the Data Protection team this way. If you still have any issue, please don't hesitate to reply. Wishing you a successful day!

Answer 2

Hello @Hadeel George Street,

Per your login issue, may I ask if you have any alternative method to sign-in beside your password (SMS, email, Authenticator app,...)? If yes, please try sign-in using this alternative method. 

If you don't have any alternative sign-in method, can you confirm if you're the only admin of this organization?

If there are other admins in this tenant, please ask them to follow these steps:    

• Go to Microsoft Entra Admin Center: https://entra.microsoft.com  
• Navigate to Entra ID > Users > All Users.  
• Select your user account.  
• Go to Authentication Methods.  
• Click "Require re-register multifactor authentication".  

This will reset your MFA settings. The next time you sign in, you’ll be prompted to set up the Authenticator app again using a QR code.  

If you are the only administrator in this tenant, you will need to contact the Microsoft Data Protection team, as they are the only group authorized and equipped with the necessary tools and verification procedures to confirm your identity and restore administrator access. 

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

Depending on your country or region:

For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.   

For some countries, it will be an automated conversation like:    

• First, when you call the hotline, it asks what kind of problem you are worried about.   
• Answered: admin access.   
• A: What kind of product are you using?   
• B: Microsoft 365 for business.   
• A confirmation: education or company account?   
• B: For companies   
• A: Are you an administrator?   
• B: Yes.   
• A: Do you have the other admin in your organization?   
• B: No.   
• A: You need one.... Service request?   
• B: Yes   

Note:

• You may need to call multiple times before you are connected to a live support representative and can successfully create a support request with a ticket number for tracking.
• If your subscription is from a partner or reseller, contact the reseller's support provider to help open a service request on behalf of you instead.   

I’d like to clarify that as a forum moderator, I do not have access to user sign-in logs, cannot reset MFA, revoke access, or contact Microsoft Support/Data Protection Team on your behalf. Please consider me an end user as well, providing guidance based on experience and documented processes.  

If you encounter any difficulties in contacting the frontline support, please feel free to let me know. Thank you and I wish you a great day!   

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