Unable to access Microsoft 365 tenant – Sole Global Administrator lost Microsoft Authenticator

Question

Hello Microsoft Support,

I am requesting assistance to recover access to my Microsoft 365 Business tenant.

I am the only Global Administrator of this Microsoft 365 tenant.

For security reasons, I have not included the tenant name or administrator account in this public post. I can provide those details privately to a Microsoft moderator after verification.

I replaced my mobile phone before transferring Microsoft Authenticator to the new device, and I no longer have access to the registered authentication device.

I know my administrator password and can successfully sign in until the Multi-Factor Authentication (MFA) step.

Unfortunately, I cannot complete the Microsoft Authenticator verification because the registered device is no longer available.

There are no other Global Administrators in the tenant.

There are no alternative authentication methods available. Selecting "Sign in another way" does not show any additional verification options.

The Microsoft 365 Business subscription is active.

I have already contacted Microsoft phone support several times, but I was unable to reach the appropriate support team because the automated phone system keeps redirecting me.

I respectfully request that this case be escalated to the Microsoft Data Protection / Tenant Recovery team so that the MFA registration for my Global Administrator account can be reset after identity verification.

I am willing to provide all required information, including:

• Tenant name

• Global Administrator account

• Subscription information

• Billing verification

• Business registration documents (if required)

Could a Microsoft moderator please contact me through Private Messages so I can provide the tenant information securely?

I can also provide a contact email address and phone number through Private Messages if needed.

Thank you very much for your assistance.

Kind regards,

[Moderator note: Personally Identifiable Information removed]

Answer 1

Please note that this forum is not Microsoft support, this is a user-to-user support forum. Therefore, I cannot directly escalate this for you. However, I can guide you how to contact Data Protection team.

Hi @baek minchul

If you have tried phone support and it's not working, please follow this link to create a trial tenant: https://www.microsoft.com/en-us/microsoft-365/business/microsoft-365-business-basic?msockid=3eb6980b5c6860e63a588d0c5d1761d6 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click "Help & support" icon to raise your ticket.      

Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to.

Note: This process will take more time than usual (7-14 working days) for your account to get access again as Data Protection is always overwhelmed with the number of tickets.

On the other hand, if you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges. 

I hope my information is helpful. Please give me any updates once you get this resolved.