Need help to regain access to Azure portal

Question

I am the sole global administrator and I have lost the mfa device used.

It’s connected to my Microsoft Account, and I am able to sign into account.microsoft.com and all, but the Azure portal prompts me for a MFA device I don’t have access to.

Are there any hope via Tenant Recovery/Data Protection ?

I guess this is what’s called tenant lockout.

Answer 1

Dear @Trond Egil Gjelsvik-Bakke

Based on your description, I understand how urgent this situation must feel, especially since you’re the only administrator and need to access to your account.

Before contacting support, it is worth double-checking whether any alternative sign-in methods are available by selecting "Sign in another way" during the authentication prompt.

If not, only the Microsoft Data Protection team can help you regain access to your account. Here are some options I recommend you try to contact Microsoft Support:

Option 1: Contact Microsoft Data Protection Support by Phone (Primary Method)  

Since you are the only administrator and are locked out, the most direct method is to call Microsoft's support line to raise a request for resetting your authentication method and regaining your account access. For a full list of regional numbers, you can also visit this official page: Customer service phone numbers - Microsoft Support. The support team will assist you as soon as possible. For reference:  Get support | Microsoft Docs   

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

In some countries, it is an automated conversation like: First, when you call the hotline, it will be asked as follows: 

IVR: What kind of problem are you concerned about? 

You: Authenticator. 

IVR: What kind of product do you use? 

You: Office 365 for business. 

IVR confirmation: education or company account? 

You: For companies 

IVR: Are you an administrator? 

You: Yes. 

IVR: Do you have the other administrator in your organization? 

You: No. 

IVR: Do you need a... Service request? 

You: Yes  

This process should connect you with a live agent who will create a service request with the Data Protection team. They will then contact you to help you regain access. 

Option 2: Create a Temporary Account (Trial Tenant) to Submit a Support Ticket (Alternative Method) 

If you have difficulty reaching an agent by phone, there is a reliable workaround. This involves creating a new, temporary Microsoft 365 account to contact the support team online. 

• Sign up for a new Microsoft 365 Business trial using this link: Compare All Microsoft 365 Plans. You will need to use a different, personal email address to register. 
• Once the trial account is created, log in to its Admin Center > From the Admin Center, open a new Service Request. For reference:  Get support | Microsoft Docs   
• In the ticket description, explain that you are locked out of your primary tenant (your.onmicrosoft.com) and that you need to speak with the Data Protection team to regain access.
• Remember to provide your locked account's details and a good contact number for them to reach you. 

Important: Please remember to cancel the trial subscription after your original account issue is resolved to avoid any future charges. 

I hope the information shared is helpful. If you have any questions or if I have misunderstood anything, please feel free to reach out. I'm looking forward to your update.

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