Urgent Tenant Recovery – Sole Global Administrator controlled by former external IT provider

Question

Hello,

I am the legal representative of a company that owns and controls its verified corporate domain and Microsoft Entra tenant.

We have access to the Microsoft Entra environment through our corporate accounts. However, we have discovered that the only Global Administrator account is an account created and controlled by a former external IT service provider.

The company does not independently control the authentication/MFA method associated with that Global Administrator account.

My own corporate account is active and I can access the Microsoft Entra tenant, but I do not have the Global Administrator role and therefore cannot assign administrative privileges or restore independent administrative control of our tenant.

We have already confirmed through Microsoft Entra ID > Roles and administrators > Global Administrator that there is only one Global Administrator assignment.

We have attempted to contact Microsoft Support through the available support channels, including the automated support/chat process, without being able to open the appropriate tenant recovery case.

We urgently need assistance initiating a Tenant Recovery procedure and escalation to the appropriate Microsoft Data Protection / Tenant Recovery team.

We can securely provide Microsoft with all required evidence, including proof of control of the verified domain and DNS, corporate registration documents, proof of authority of the legal representative, tenant information, subscription information and screenshots of the current Global Administrator assignment.

For security reasons, I am intentionally not publishing the Tenant ID, domain ownership documents, personal information or other sensitive tenant information in this public post.

Could a Microsoft moderator please assist with the appropriate escalation or contact me privately so that the required verification information can be provided securely?

Thank you.

Answer 1

Dear Ayoub ABEIS,

Please note that since your account is belonged to an organization, none of moderators or forum users could help you with this while your account are belonged to an organization to do this action. To ensure I understand your request correctly and to support you as effectively as possible, I need more specific information from you:

Is the former IT provider still reachable and willing to cooperate, or has access to the Global Administrator account been permanently lost?

• If yes, please contact this IT provider to assign you Global Admin role.

Can you access the Microsoft 365 Admin Center using your corporate account?

• If yes, what administrative roles are assigned to your account?
• Could you raise a support ticket via Microsoft 365 Admin Center? If yes, please raise a support ticket via Help & support.

If you cannot proceed the above steps, please try to create a new tenant with trial subscription to access and submit a ticket in the Admin Center.

Sign up for a free trial (new tenant with trial subscription) of Microsoft 365 at this link: Compare All Microsoft 365 Plans | Microsoft. The goal is to create a temporary tenant with a Global Administrator account so that you can sign in to the Microsoft Admin Center. Once connected, you can submit a support ticket directly to Microsoft. Please remember to cancel the trial subscription once your issue is resolved to avoid unwanted charges.

How to submit support ticket in Admin Center: Get support - Microsoft 365 Admin | Microsoft Learn

Once you contact the Data Protection team, you will be required to provide proof of ownership of the company. This allows them to verify their identity and help reassign the Global Administrator account.

I hope the information shared helps point you in the right direction.

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