URGENT question: Tenant Admin Access Recovery, Data Transfer & M365 Business Setup

Question

Dear Microsoft Support Team,

We are raising two urgent matters involving our Microsoft 365 Business accounts, tenant admin recovery, and OneDrive data transfer.

ISSUE 1: Locked Admin Account & Urgent Data Recovery (Priority)

Background: In January 2026, the administrator for our domain account left our company and the country. He deleted his mobile authenticator app and email access. As a result, we lost administrative access to the our business domain of Microsoft 365 tenant.

• The Problem: Our main company documents were stored in OneDrive under the owner(resigned person) and shared with our team. Last week, our shared access completely stopped because the underlying subscription expired/unpaid.
• Request: We cannot sign in due to two-factor authentication (2FA) and lack of admin credentials.
  • Can Microsoft Data Protection / Support assist us with a Tenant Admin Takeover for the previous business account domain? (We can verify domain ownership via DNS TXT records or business documentation).
  • Alternatively, can Microsoft transfer the OneDrive data / ownership from the resigned administrator to our active paid Microsoft 365 Business account?

ISSUE 2: Organization Setup & Team File Sharing Guidance

Once our account access / domain status is resolved, we need assistance in properly configuring our organization structure.

• Current Goal: We want to use our active Microsoft 365 Business subscription to manage a central file hub and share folders seamlessly with our current team members.
• Request: Please advise us on the correct process to:
  • Add/link our current business domain to our main active M365 Business account.
  • Assign user licenses to our team members so they can securely access shared OneDrive/SharePoint folders from the central hub.

Please escalate this to the Microsoft Data Protection / Billing & Technical Support Team as soon as possible, as our daily business operations are currently affected.

Until now, we could not get any support from online or phone because they send us to somewhere or simply they hung up on us or so.

Answer 1

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

Hi @CJ One Group

For issue 1, please contact Data Protection team using these methods:

Please visit the following page and reach out to phone number via: Customer service phone numbers - Microsoft Support

I know that you have tried phone support before, could you please try again with the script below:

In case phone support not working, try creating 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.

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. 

For issue 2, when you said "Add/link our current business domain to our main active M365 Business account", is "main active M365 Business account" a different Microsoft 365 tenant from the one that contains the former administrator's account and OneDrive data or it is in the same tenant?

Are you trying to move the custom domain and data from the old locked tenant to the active tenant?

Or are you referring to the same tenant and only need assistance restoring access and configuring the domain?