Support Case not Being Resolved

Question

My entire tenant has been experiencing MFA lockout issues this entire week. There was only one global admin, and we are all stuck now in an MFA loop that leaves us unable to sign-in. I have an open support case and am being shown zero urgency by Microsoft support with this issue. My entire tenant has been unable to log in for 3 days, and Microsoft support has been unresponsive and we feel like we are being left out to dry.

What is the normal response times for these issues? Is it possible to raise the severity of my case? This is a critical issue and it does not feel like it is being treated as such.

Answer 1

Dear @Whitewood Admin,

Good day! Welcome to Microsoft Q&A forum!

Based on your description, I understand that your entire Microsoft 365 tenant is experiencing MFA lockout issues, preventing all users, including the only Global Administrator, from signing in. You currently have an open support case, but due to the business impact and lack of progress, you're looking for assistance with escalating the case and understanding Microsoft's expected response times for critical access-related issues.

To help move this forward, I will escalate your post to a Moderator so they can review the status of your support ticket and determine whether any additional assistance or escalation options are available.

Hi @Nam-D could you please help the customer check the status of this support ticket/case? I appreciate your support!

Thank you for your patience and understanding.

---

If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in [forum documentation] to enable e-mail notifications if you want to receive the related email notification for this thread.