Custom domain graello.com locked in inaccessible Entra tenant – Data Protection escalation required

Question

Hi,

I need assistance recovering an inaccessible Microsoft Entra tenant that currently holds our custom domain graello.com.

We own and control the authoritative DNS for graello.com and can create any TXT record required by Microsoft to prove domain ownership.

The domain is currently associated with an inaccessible Microsoft Entra tenant:

Old/inaccessible tenant ID: [Moderator note: Personally Identifiable Information removed]

Original tenant domain: graello.onmicrosoft.com

Custom domain: graello.com

Historical administrator: [Moderator note: Personally Identifiable Information removed]@graello.onmicrosoft.com

The historical administrator account is no longer recognized by Microsoft sign-in, so we cannot access the tenant to manage or remove the domain.

We created a replacement Microsoft Entra tenant and attempted to verify graello.com there. The required Microsoft TXT verification record is correctly published and publicly resolvable.

Microsoft Graph confirms that this is not a DNS propagation problem. Calling:

POST https://graph.microsoft.com/v1.0/domains/graello.com/verify

returns:

Request_BadRequest

DomainInUse

Domain verification failed with the following error: 'Domain is being used by an active tenant'.

Microsoft OpenID discovery also resolves graello.com to the old tenant ID shown above.

Preferred resolution: We would first like to recover administrative access to the old tenant so that we can determine whether any configuration or resources need to be retained.

If tenant recovery is not possible, please assist with releasing graello.com from the inaccessible tenant so that we can verify it in our replacement tenant.

We attempted to create an Azure technical support request, but our current Azure subscription has the Basic support plan and therefore does not permit technical support requests.

Could a Microsoft moderator please assist with escalating this case to the Data Protection / Tenant Recovery team? We can provide contact details, tenant information and proof of domain ownership privately as required.

Answer 1

Please note: This is a user-to-user Community forum. No one here can access Microsoft’s backend systems, create a support 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 Kobena E Ocansey,

Thank you for providing the detailed tenant and domain information.

Since graello.com is still associated with an inaccessible Microsoft Entra tenant, the domain cannot be verified or added to the replacement tenant until access to the original tenant is restored or Microsoft confirms that the domain can be released.

You will need to contact Microsoft Support and request assistance from the Data Protection Team. This team follows specific security procedures to verify that you are authorized to represent the organization and that your organization owns and controls the domain.

Microsoft may ask you to verify domain ownership by creating a specific DNS TXT record. Additional tenant, billing, subscription, or business documentation may also be requested during the verification process.

Please try to find the related hotline number to call the frontline and let them raise a ticket for you: Customer service phone numbers - Microsoft Support   

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.  

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.

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, 

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