re-establish password for account

Question

re-establish password for account

Stephen Casey 0

I am the only Global Administrator of my Microsoft 365 Business tenant. I am locked out because Microsoft Authenticator is no longer registered on my phone. I have no other administrator and no alternative MFA method. I need the Data Protection/Tenant Recovery team to reset MFA on my administrator account.

Steve Casey 0 Reputation points

2026-08-25T12:25:29.52+00:00

I need to talk with someone. The online ways aren’t sufficient. Each time I use the customer services phone it asks me to log into an online system which isn’t sufficient. This is very frustrating
Killian N 3,820 Reputation points Independent Advisor

2026-08-26T09:28:15.8366667+00:00
Hi Steve,

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 page. This would allow you to create a new tenant following the prompts provided.  

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your account without further issues

In the Microsoft 365 Admin Center

Sign in with your new tenant account.

Select the support > Help & Support.

You will then see options to chat live with an agent or request a callback.

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

I hope this information is helpful.

Kind regards,
Killian N 3,820 Reputation points Independent Advisor

2026-08-27T10:57:43.1+00:00

Hi,

I hope all is well.

I wanted to check in and see if the information I shared earlier helped.

If you need any further assistance or have additional questions, just let me know.

Looking forward to your update.

Kind regards,

1 answer

Your answer

Steve Casey 0 Reputation points

2026-08-25T12:25:29.52+00:00

I need to talk with someone. The online ways aren’t sufficient. Each time I use the customer services phone it asks me to log into an online system which isn’t sufficient. This is very frustrating
Killian N 3,820 Reputation points Independent Advisor

2026-08-26T09:28:15.8366667+00:00

Hi Steve,

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 page. This would allow you to create a new tenant following the prompts provided.  

Once your tenant is created, you should be able to access the support portal and submit your ticket referencing your account without further issues

In the Microsoft 365 Admin Center

Sign in with your new tenant account.

Select the support > Help & Support.

You will then see options to chat live with an agent or request a callback.

Please remember to cancel the trial subscription once your issue is resolved to avoid any unintended charges.

I hope this information is helpful.

Kind regards,
Killian N 3,820 Reputation points Independent Advisor

2026-08-27T10:57:43.1+00:00

Hi,

I hope all is well.

I wanted to check in and see if the information I shared earlier helped.

If you need any further assistance or have additional questions, just let me know.

Looking forward to your update.

Kind regards,

Answer 1

Hi Stephen,

I hope you're doing well.

I’m truly sorry to hear that you’re currently unable to sign in. If your account is also an admin account and there are no other available global administrators in your tenant, then the only way to regain access is contact Microsoft support. Please try locating the appropriate hotline for your region here: Customer service phone numbers - Microsoft Support

In this situation, the Microsoft Data Protection team has tools and processes in place to verify identity and regain access to administrator accounts.

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

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help.)

In some regions, the initial interaction may be automated, so 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?
Answer: No. I am the only admin in my tenant
Do you need a... Service request?
Answer: Yes. I need to create a ticket. Please send me direct to the Data Protection Teams.

During the phone call, you will need to provide the information associated with your subscription, such as your company name, billing details, phone number, and an alternate email address, etc. This information allows the Data Protection team to verify your identity and securely assist you in regaining access to your administrator account.

I know being locked out of the only admin account can be stressful, but contacting the Data Protection team is the correct path forward in this scenario.

In case you are unable to contact the frontline support:

Consider signing up for a trial subscription to create a new tenant. Once set up, you can access the new tenant's admin console and submit a support ticket to speak with the data protection team on behalf of the previous tenant. Once your issue is resolved, please remember to cancel the trial subscription to avoid any unintended charges.

If your organization's subscription is from a partner or reseller: Contact the reseller's support provider to help open a service request on behalf of you instead.

I hope these steps help you create a support ticket successfully and move closer to regaining access to your administrator account. While I’m not able to intervene directly, guiding you to the right support team is the most effective help I can provide here.

Hope you're able to get this resolved soon.

Best regards,

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