Microsoft 365 Tenant Lockout – No Accessible Global Administrator – Tenant Recovery Required

Question

Hello Microsoft Support,

We have a Microsoft 365 Business tenant for our company, and we have lost access to the only Global Administrator accounts.

Both administrator accounts are currently unable to sign in. The password reset process is also unavailable because Self-Service Password Reset (SSPR) is not enabled for our organization.

This is not a normal password reset issue. We have no accessible Global Administrator who can access the Microsoft 365 Admin Center or reset the affected accounts.

We need assistance with Microsoft 365 Tenant Recovery / Global Administrator Recovery.

We are the authorized representatives of the organization and can provide the required verification, including:

• Proof of ownership of our company domain
• Microsoft 365 subscription and billing information
• Tenant ID
• Official company documents
• Any other information required for ownership verification

Please escalate this case to the Microsoft Data Protection / Tenant Recovery team.

We would appreciate assistance in opening a support case and restoring access to our tenant.

Thank you.

Answer 1

Hello @Abdelrahman Ahmed Alshahawy

Since you have lost access to the Global Administrator account and there are no other administrators available in your tenant, you will need to contact the Microsoft Support Data Protection team to have the password access. Please locate the appropriate Microsoft support hotline for work account and contact the frontline support team so they can raise a ticket on your behalf: Customer service phone numbers - Microsoft Support   

Please note that this is a user-to-user support forum. Only Data Protection team can help you to revoke the session and reset your password, account, MFA...

Data Protection Team will first verify your ownership of the account and reset your password once confirmed. After that, you can set up the Microsoft Authenticator app again on your new device.

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

(While calling, you can ignore the 30-second introduction that says "you can visit the link..." and wait until you are presented with the options. Press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, here’s a general idea of how the conversation might go to help you prepare:

• What kind of problem are you experiencing?
• Answer: Authenticator
• What products do you use?
• Answer: Office 365 for business
• Is this for an education or company account?
• Answer: For companies
• Are you an administrator?
• Answer: Yes
• Are there any other administrators in your organization?  

Please feel free to let me know if you have any further concerns about this matter.