admin tenant recovery process

JORGE MARAMBIO 0 Reputation points
2026-09-09T00:37:53.4466667+00:00

Hello,

We need help recovering administrator access to our Microsoft 365 tenant.

Domain: digiplus.cl

Admin account:

Currently no one in the organization has Global Administrator access.

We only have access to individual user mailboxes.

The verification code for admin actions goes to a phone number we cannot access.

I am assisting the organization in recovering the tenant.

We can verify domain ownership via DNS if required.

Please advise how to start the admin takeover or tenant recovery process.

Thank you.

Microsoft Security | Microsoft Entra | Microsoft Entra ID
0 comments

2 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Liora 1,630 Reputation points Independent Advisor
    2026-09-09T09:59:19.4633333+00:00

    Please note that this forum is a community support space, so I do not have access to your Microsoft 365 tenant, administrator accounts, authentication settings, or Microsoft's internal recovery systems. I cannot verify tenant ownership, reset administrator access, or perform a tenant takeover on your behalf. However, I will do my best to point you in the right direction so this can be resolved properly.

    Dear @JORGE MARAMBIO,

    I hope you’re having a good day. 

    Based on your description, this appears to be a tenant administrator lockout scenario. In that case, the only supported way forward is to contact Microsoft Support and request a tenant admin recovery / MFA reset. This request is handled by the Microsoft Data Protection / Identity team, who can verify ownership and unblock or reset the MFA configuration for your account.

    Please try to find the related hotline number to call the frontline let them raise a ticket for you: Customer service phone numbers - Microsoft Support 

    If you choose to contact Microsoft Business Support by phone, you may first be connected to an automated system before contacting a support professional. Based on similar cases of administrator lockouts, the conversation can go something like this:

    Automated system: Are you calling as a private individual or a business customer?

    You: Business customer.

    Automated system: What do you need help with today?

    You: Authentication problem.

    Automated system: Which Microsoft product or service is affected?

    You: Microsoft 365 for business.

    Automated system: Can't sign in to the Microsoft 365 Admin Center?

    You: Yes.

    Automated system: Do you have another administrator in your organization?

    You: No, I'm the only administrator.

    Automated system: Are you a global administrator for the affected tenant?

    You: Yes.

    Automated system: Are you calling about an existing support case, or would you like to create a new one? You: I need to create a new support case.

    In many cases, the automated system will then indicate that it can connect you with a support representative who can help create a support request and forward the case to the appropriate recovery team.

    I would also recommend calling during opening hours when possible. From my experience, it can be difficult to reach the right support queue at times, and automated systems don't always behave as expected. If you can't get through on the first try, consider trying again later or at a different time of day.

    If your organization’s Office 365 Business subscription was purchased through a partner or reseller, and you’re unable to open a service request directly, you may also contact the reseller’s support provider and ask them to open a support request on your behalf.

    Alternatively, you can try set up a new trial tenant and submit your support request, please follow this link to create a trial tenant: Compare Office 365 Enterprise Pricing and Plans | Microsoft 365 - after that you will be able to access to Microsoft 365 Admin Center to raise the ticket

    Assuming that you have already created an account after registering a free trial and you can go to Microsoft 365 admin center and click Support > Help & support icon to raise your ticket. The agent will be able to create a ticket for you under the affected tenant and then transfer this ticket to Data Protection team who could help you to regain access.

    User's image

    Please mention that you are raising ticket on behalf of the affected tenant that you do not have access to. The support team will help you to create ticket on the affected tenant then later on the Microsoft Data Protection team will assist you.

    Note: This process will take more time than usual (7-14 working days) for your account to get access again as Data Protection is always overwhelmed with the number of tickets. I do not have access to Microsoft internal system to assist or push this process to be quicker.

    If you do create the trial and it resolves the issue, please remember to cancel the subscription afterward to avoid any related charges. This new trial tenant will not give you access to any of the data or settings in your original locked tenant. It is solely a temporary means to contact Microsoft support.   

    I hope my information is helpful. Please give me any updates once you get this resolved.

    Warm regards, 

    Was this answer helpful?

    0 comments

  2. AI answer

    2026-09-09T00:38:16.7433333+00:00

    Start with the official tenant recovery path for a lockout where no Global Administrator is available and MFA or verification goes to an inaccessible phone number.

    1. Confirm the tenant and account state
      • Go to the admin portal.
      • Try signing in with any previously used admin account.
      • If prompted to request admin access, follow those steps.
    2. If sign-in recovery does not work, submit a support request
      • Go to the Microsoft 365 support page.
      • Select I can't sign in or access my tenant.
      • This is the standard path when the only admin is unavailable or MFA cannot be completed.
    3. Be ready for Microsoft identity verification Microsoft uses a high-assurance identity verification process before restoring access. Verification can include:
      • Official business documentation
      • Domain ownership verification
      • Public nonprofit registration data, if applicable
    4. Use DNS/domain proof if requested Since domain ownership for digiplus.cl can be verified, prepare that evidence. Domain ownership is one of the documented verification methods used during tenant recovery.
    5. If phone-based support is needed because portal access is blocked
      • Use Microsoft customer service or Microsoft 365 business support phone support to open the case when portal-based support cannot be accessed.
      • During tenant lockout, Microsoft Support handles recovery of access to the existing tenant after ownership is verified.
    6. If a Microsoft partner manages or originally created the tenant
      • Contact that partner directly for recovery assistance.
      • If a partner has GDAP with password reset roles, the partner can work directly with the customer to restore access.
      • If the partner does not have the required roles, the tenant Global Administrator must work with Microsoft Support.
    7. Avoid creating a new tenant unless intentionally migrating Creating a new tenant can complicate recovery. Guidance specifically recommends avoiding a new tenant unless the goal is a planned migration.

    Important limits of the process:

    • Microsoft for Nonprofits cannot bypass identity verification or directly provide tenant access.
    • Microsoft does not issue a new tenant during lockout recovery; support helps restore access to the existing tenant after ownership verification.
    • Tenant ownership and access decisions are handled through Microsoft 365 Support.

    For faster resolution, prepare these details before opening the case:

    • Organization name
    • Domain name
    • Registration email
    • Legal or business documentation that matches the domain
    • Prompt responses to any follow-up verification requests
    AI-generated content may be incorrect. Read our transparency notes for more information.

    Was this answer helpful?

Your answer

Answers can be marked as 'Accepted' by the question author and 'Recommended' by moderators, which helps users know the answer solved the author's problem.