Microsoft Entra ID
A Microsoft Entra identity service that provides identity management and access control capabilities. Replaces Azure Active Directory.
24,553 questions
URGENT - Tenant locked out due to Conditional Access Policy - PLEASE ASSIST ASAP
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Erick Cabrera
0
Reputation points
Hello,
We need immediate assistance with modifying a conditional access policy that has locked out all of our Global Admins in our tenant.
This policy was turning on phishing-resistant MFA for Admins and it has locked us all out after enabling.
We do not have a "break glass" account so we would need immediate assistance from Microsoft to exclude one of our Global Admin accounts so we can log back in and fix this policy.
If that is not possible, all conditional policies can be disabled for now so we can regain access.
Case number: 2505120040016149
Please help.
Thank you,
Microsoft Entra ID
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Raja Pothuraju 22,550 Reputation points Microsoft External Staff Moderator2025-05-13T21:46:25.34+00:00 Hello @Erick Cabrera,
I’ve reviewed the support ticket and noticed that it has not yet been assigned to an engineer from the Data Protection team, likely because it was initially raised as a Severity C.
Since this issue is impacting all users in your tenant, I have raised the severity to A. Please allow us some time to have the ticket assigned to a Data Protection support engineer, who will contact you shortly.
Thank you for your patience and understanding.
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Erick Cabrera 0 Reputation points
2025-05-13T22:26:06.5033333+00:00 Hey @Raja Pothuraju
really appreciate you looking into that and escalating this issue!
are you able to see what contact information they have down on my ticket? I told the support rep to put down an alternative email due to possibly losing access to outlook on my phone, which I did today. So just want to make sure I do not miss the data protection team trying to contact me.
thank you.
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Raja Pothuraju 22,550 Reputation points Microsoft External Staff Moderator
2025-05-14T23:03:47.8333333+00:00 Hello @Erick Cabrera,
Thank you for your response.
I see that a support engineer from the Data Protection team had a call with you. Please respond to their email with your approval to proceed further on your behalf to unblock access.
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