Tenant Admin Recovery – No accessible Global Administrator / MFA locked

Question

We are the authorized representatives of [Moderator note: personally identifiable Information removed] and need to recover administrative access to the Microsoft tenant associated with our corporate domain.

The tenant contains company Power BI/Fabric resources.

The known account is protected by Microsoft Authenticator MFA. We have the account password, but the former employee who configured the account is no longer responsible for the environment and we do not have access to the Authenticator device.

There are no other accessible Global Administrator accounts known to our IT team.

We control the corporate domain and DNS and can immediately publish a TXT record requested by Microsoft to prove domain ownership.

We have already contacted Microsoft telephone support several times. The automated system verifies the account and domain, but the call is disconnected before we can reach a support representative.

We need Tenant Ownership Verification / Global Administrator Recovery and escalation to the Microsoft Data Protection / Tenant Recovery team.

I can provide the Tenant ID, domain information, company documentation and any other verification information privately to Microsoft staff.

Please contact me by private message so we can provide the required information securely.

Answer 1

Please note that this thread is currently posted on a Portuguese-language server. As your issue description is primarily written in English, I will provide my response in English for your convenience. Please feel free to let me know if you would prefer the information in another language. 

Good day Fernando, 

Just to gently clarify before going any further, this forum is separate from Microsoft Support. Forum users, moderators and Microsoft external staff cannot access user accounts or directly escalate cases. For security and privacy reasons, account-specific issues can only be handled by Microsoft's dedicated support teams. 

Since there are no other admins available to reset MFA, identity verification and account recovery can only be handled by the Microsoft Data Protection team, which is authorized to help restore access to your admin account. 

I understand that you have attempted to contact Microsoft Support by phone without success. As an alternative, you may consider signing up for a trial subscription to create a new tenant. Visit Microsoft 365 Business Plans and Pricing | Microsoft 365. 

Once the new tenant is set up, you can access its admin center and submit a support ticket through Microsoft 365 admin center > Support > Help & Support to contact the Data Protection team regarding the previous tenant.  

In your ticket description, you'll need to clearly explain that you're trying to regain access to your previous Microsoft 365 tenant and need help from the Data Protection team. Here's a message you can use or adapt:     

"Hello, I'm currently unable to access my previous Microsoft 365 tenant (your previous domain) because MFA is registered to a former employee's Microsoft Authenticator device, which is no longer accessible. There are no other known Global Administrators available. However, I do know the password for the Global Administrator account. 

I created this new tenant solely to request assistance and would appreciate being connected with the Data Protection team for original tenant ownership verification and Global Administrator recovery.  

This is urgent, as I rely on Microsoft 365 for my work and have been unable to operate for several days. I’m available to provide any documentation or verification needed to support the recovery process."     

Please remember to cancel the trial subscription after your issue is resolved, as this will help you avoid any accidental billing. You may prefer the following resource for detailed instructions: Cancel your Microsoft business subscription in the Microsoft 365 admin center | Microsoft Learn 

I hope this helps point you in the right direction. If you have any questions or need further support, please don’t hesitate to reach out at any time. 

Thank you for your patience and understanding. 

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