URGENT: Locked out of M365 tenant 6 days — DPT engineer assigned but no-show, zero backend changes — Two tickets open

Question

Summary

I have been completely locked out of my Microsoft 365 Business Premium tenant for 6 days (since ~July 27, 2026) after a Conditional Access policy targeting "All cloud apps" was enforced without a break-glass account in place.

Current Sign-in Behavior

• Password is accepted
• Sign-in reaches "Approve sign in request" (MFA prompt)
• Microsoft Authenticator code is rejected — secret key mismatch after app reinstallation
• No alternate MFA methods are registered (no SMS, no email, no TAP)
• Only two options presented: Authenticator push or verification code — both fail

Support Ticket History

• Ticket 1 opened July 28 — DPT replied same day to my locked mailbox. I replied via alternate email with all requested information. No response since.
• Ticket 2 opened July 29 — DPT engineer assigned. Scheduled a callback for July 31, 3:00–4:00 PM ET. No call was made. No follow-up. No response since.

What Has NOT Happened (After 6 Days)

Despite two open tickets and an assigned engineer:

1. CA policy has NOT been disabled or excluded
2. MFA registration has NOT been reset
3. No Temporary Access Pass (TAP) has been issued
4. Zero backend changes have been made to my tenant

What I Need

Any one of these would restore access:

1. Exclude my account from the Conditional Access policy
2. Reset my MFA registration so I can re-enroll
3. Issue a Temporary Access Pass to my alternate email

Business Impact

All email, files, and productivity tools are inaccessible. My business has been at a complete standstill for 6 days.

Request

I am respectfully requesting a Microsoft moderator review my tickets and escalate. The fix requires minutes of backend work. I am happy to provide ticket numbers, tenant ID, and verification details via private message.