I own the domain and pay for Power BI, but Microsoft says I need an IT admin I don't have

Question

I run a one-person consulting business. There is no IT department. I am the entire company.

My email runs on Google Workspace, so I have never had Microsoft 365 or any Microsoft administrator. A while back I wanted to use Power BI. It refused my personal Microsoft account and told me I needed a work address, so I signed up using my own domain. It worked, and I have been paying for Power BI Pro ever since, on my personal credit card, directly from Microsoft.

I have now lost the phone that had Microsoft Authenticator on it. That is the only way my account was set up to verify a sign-in. When I try to log in and click "other ways to sign in," the only two choices are to approve a request in the Authenticator app or to type a code from the Authenticator app. Both need the phone I no longer have.

So I cannot get into Power BI, and I cannot get into any Microsoft admin page, because every one of them asks me to sign in first.

I found Microsoft's instructions for taking over a domain in this situation. They say to sign up for a second free Power BI account on my own domain and then claim admin from there. When I try that, I get: "Your organization doesn't currently allow its users to purchase Microsoft Fabric free. Contact your IT admin for more information."

There is no IT admin. There has never been one. Microsoft created this setup automatically when I signed up, and it appears nobody was ever put in charge of it. So I am being told to ask permission from a person who does not exist, in order to follow the only recovery instructions Microsoft publishes.

I own the domain and can add any DNS record you ask me to. I have the credit card, the charge amounts, the dates, and the email address the invoices go to. I am happy to prove who I am in whatever way you need.

What I need is for someone to give me administrative access to my own account, or to reset the Authenticator requirement so I can set it up again on my current phone. I am paying for this and cannot use it.

Answer 1

Please note: This is a user-to-user Community forum. No one here can access Microsoft’s backend systems, create or escalate a ticket, or make changes to your account, tenant, or billing information. You must contact Microsoft Support directly, as only an authorized support agent can assist with these requests.

Hello @Fitz H,

Based on your description, the work account created for Power BI appears to be part of a Microsoft Entra tenant in which you are effectively the only administrator. Since you no longer have access to the registered MFA device and no alternative verification method is available, this is an account or tenant lockout scenario.

You will need to contact Microsoft Support directly and ask the frontline agent to create a support ticket for the Data Protection. This team has the required security procedures to verify tenant ownership and review whether the MFA registration can be reset: Customer service phone numbers - Microsoft Support   

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:   

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)        

In some regions you may initially interact with an automated system, so here is an example of how you can answer the prompts to reach the right team more quickly:   

• What kind of problem are you experiencing?           
• Answer: Authenticator           
• What products do you use?           
• Answer: Office 365 for business           
• Is this for an education or company account?           
• Answer: For companies           
• Are you an administrator?           
• Answer: Yes           
• Are there any other administrators in your organization?           
• Answer: No. I am the only admin in my tenant            
• Do you need a... Service request?            
• Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.        

During the call, you will be asked to provide information that verifies your identity and proves ownership of the tenant, such as your organization name, billing information, contact email, phone number, or other subscription‑related details.

I also recommend calling during business hours. In my experience, it can be difficult to get through to the correct support queue, and automated systems don't always work as expected. If you can't get through on your first try, I suggest trying again later or at a different time.

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If you are unable to reach support via the phone numbers, there is a workaround you might consider: You can register for a new Microsoft 365 tenant by signing up for a trial subscription here: Microsoft 365 Business Plans and Pricing | Microsoft 365    

Once the new tenant is created, you can access the admin center and submit a support ticket from there, requesting to speak with the Data Protection Team on behalf of your original tenant.    

When opening a support ticket, please make sure the Support Assistant (AI) in the Help panel is turned Off. Several customers have reported that the Contact Support option may not appear while the Support Assistant is enabled. Once the AI assistant is turned off, you should be able to enter a description of the issue and the Contact Support option will appear, allowing you to submit a ticket directly to Microsoft Support. 

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.    
• 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: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn

I hope the information provided helps guide you in the right direction. Although I’m unable to take direct action, I sincerely hope that the steps and recommendations I’ve shared can support you through the process.  

Warm regards,