Tenant lockdown - Unable to Login to account [Moderator note: personal info removed]

If you are the sole Global Admin for your tenant and have lost access to Microsoft Authenticator, you will need to contact Microsoft support directly for assistance with resetting your MFA or gaining access to your account. Since you are fully locked out, the following steps are recommended:

1. Contact Microsoft Support: You can find the appropriate support phone number for your region at Get support - Microsoft 365 admin. Explain your situation and request a reset of your MFA or a Temporary Access Pass.
2. Provide Proof of Billing: Be prepared to provide any necessary proof of billing or account ownership as requested by support.
3. Emergency Access Account: If you had previously set up an emergency access account (break-glass account), you could use that to regain access. If not, support will guide you through the recovery process.

Unfortunately, as a Global Admin, you cannot initiate a tenant lockout or MFA reset yourself without access to the account. Therefore, contacting Microsoft support is essential in this situation.

Hi @Sandeep,

Thank you for posting your question in the Microsoft Q&A forum,

I'm sorry to hear you're experiencing difficulties accessing your work account due to issues with the Microsoft Authenticator app. Please know that you're not alone, many users face similar challenges, and we're here to guide you through each step to help you regain access and get back to work as quickly as possible.

If you are the sole Global Administrator on the tenant, please follow the steps outlined below to proceed with account recovery and regain access.

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

To regain access to your admin account as you can't access the Admin Portal, you can try reaching out to our Global Customer Service phone to raise a request for resetting your authentication method here: Customer service phone numbers - Microsoft Support. During the call, request to speak to an agent, and share with them every detail related to your query and also mention that you are the only admin lost access to your account. This should allow you to contact the appropriate team so you can solve this incident as soon as possible. 

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: 

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 another administrator in your organization?       

You: No.       

You: Yes. I need to create a ticket. Please send me direct to the Data Protection Team.  

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

If you still cannot reach to a live agent, there is still a workaround, you might consider registering for a new tenant by signing up for a trial subscription via this link Microsoft 365 Business Plans and Pricing | Microsoft 365. This would allow you to create a new tenant following the prompts provided. Once set up, you can access the admin console of the new tenant and submit a support ticket requesting to speak with the Data Protection team on behalf of your previous tenant.       

Please note that forum moderators do not have access to user account settings and cannot assist with logging in, resetting passwords, or changing access rights. While we do not have access to internal systems or administrative tools required to resolve account-specific or backend-related issues but we’ll continue doing our best to support you within the scope of our responsibilities.   

I hope this helps you regain access to your account quickly. I'm glad to assist and truly hope the information provided has been useful. Please feel free to reach out anytime if you need further assistance. 

If you find my post helpful, kindly consider marking it as the accepted answer. Doing so can assist others in the community who may have similar questions in finding solutions more quickly. 

Thank you for your kindness and contributions to the forum. 

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