Sole Global Administrator locked out by MFA — requesting Data Protection / Tenant Recovery escalation

Question

Sole Global Administrator locked out by MFA — requesting Data Protection / Tenant Recovery escalation

Isabelle Poulin De Courval 0

I am the sole Global Administrator of a Microsoft 365 tenant and I am completely locked out by MFA.

Admin UPN: ******@pmefx.com
Tenant: pmefx.onmicrosoft.com
Custom domain: pmefx.com

This is not a password issue — self-service password reset works and I have the correct password. The block is MFA. Microsoft Authenticator is the only registered method and it is no longer available to me. No SMS, phone or alternate email was ever registered as a sign-in method. "Sign in another way" offers only Authenticator options, which loop back to each other.

There are no other Global Administrators in this tenant, so no one can reset my authentication methods from the portal. I cannot sign in to the admin center to open a support request.

I have contacted support approximately six times over six weeks without resolution. Phone support in Canada routes only to automated assistance.

I am the legal owner of pmefx.com and control its DNS. I can add any TXT verification record immediately and provide billing details for the subscription privately.

Request: please route this to the Data Protection / Tenant Recovery team to reset the authentication methods on this account. Once restored I will register multiple MFA methods, save recovery codes, and create a break-glass second Global Administrator.

Isabelle Poulin De Courval 0 Reputation points

2026-07-29T01:56:34.3266667+00:00

Update: I have now also opened support case 2607290040000376 through the authenticated admin centre of a separate tenant (PMEFX802.onmicrosoft.com), since I cannot sign in to the affected tenant. An agent has been assigned.

Two live cases now: 2605160040000077 (six weeks, unresolved) and 2607290040000376 (opened today).

Affected tenant: pmefx.onmicrosoft.com — custom domain pmefx.com — admin UPN ******@pmefx.com. Sole Global Administrator, locked out by MFA, Authenticator the only registered method, no other admin able to reset it.

Requesting that a moderator engage the Data Protection team, as was done for question 2265329 and question 2168477. I can provide any verification details by private message immediately, and I control the DNS for pmefx.com for TXT verification.

Your answer

Isabelle Poulin De Courval 0 Reputation points

2026-07-29T01:56:34.3266667+00:00

Update: I have now also opened support case 2607290040000376 through the authenticated admin centre of a separate tenant (PMEFX802.onmicrosoft.com), since I cannot sign in to the affected tenant. An agent has been assigned.

Two live cases now: 2605160040000077 (six weeks, unresolved) and 2607290040000376 (opened today).

Affected tenant: pmefx.onmicrosoft.com — custom domain pmefx.com — admin UPN ******@pmefx.com. Sole Global Administrator, locked out by MFA, Authenticator the only registered method, no other admin able to reset it.

Requesting that a moderator engage the Data Protection team, as was done for question 2265329 and question 2168477. I can provide any verification details by private message immediately, and I control the DNS for pmefx.com for TXT verification.