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Admin Locked Out / No Authenticator Access / Support Phone not Responsive

Steve K 0 Reputation points
2026-05-08T16:51:52.5266667+00:00

Hi there

I’m the global administrator for our Microsoft 365 Business tenant (not this account). We’ve lost access to the account because the Microsoft Authenticator app was on a phone that was changed, and now we cannot sign in to approve MFA.

No other admins are on the account.

I cannot create a support ticket as all methods require the user to be logged in and authenticated.

I have on several occasions attempted to call the UK support phone number, but it cuts me off every time (over a dozen attempts).

Having read a few other posts, it seems this qualifies as a 'tenant lockout scenario'. I have read that this means speaking to the Data Protection Team.

We have evidence - receipts and DNS info.

Please let me know what steps to take.

Thanks

Steve

Microsoft Security | Microsoft Entra | Microsoft Entra ID
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  1. Sridevi Machavarapu 29,630 Reputation points Microsoft External Staff Moderator
    2026-05-08T16:55:10.8466667+00:00

    Hello Steve K,

    The issue pertains to a tenant lockout, where no other global admin in the tenant has the necessary permissions to login and make changes in your tenant.

    To resolve this, we have engaged our Data Protection team through a support ticket. They will reach out to you via email or phone to help restore access to the tenant and assist in resolving the issue.

    Was this answer helpful?

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