Azure/Entra tenant lockout，only admin is personal Microsoft account (hotmail.com), need Data Protection team to recovery

Question

Azure/Entra tenant lockout，only admin is personal Microsoft account (hotmail.com), need Data Protection team to recovery

afantee 0

Hello Microsoft Support,

I need Tenant Recovery assistance for my Microsoft Entra ID (Azure AD) tenant that backs my Azure. I am the only Global Administrator and I am completely locked out after misconfiguring External users/B2B (set to internal-only) together with MFA/Conditional Access. I cannot sign in to either the Azure portal (https://portal.azure.com) or the Entra admin center (https://entra.microsoft.com); the sign-in is blocked by tenant policies before I can reach any configuration page.

What I need: - Please engage the Data Protection / Tenant Recovery process to verify ownership and either:

(1) reset/clear my MFA registration, or

(2) temporarily remove/disable the blocking Conditional Access policies, or

(3) grant a temporary Global Admin so I can revert the misconfiguration.

Thank you!

Thanmayi Godithi 11,825 Reputation points Microsoft External Staff Moderator

2026-04-10T10:37:27.33+00:00
Hi afantee ,

Thank you for reaching out.

Since you are the only Global Administrator in the tenant and have lost access to your registered MFA authentication methods (Microsoft Authenticator and SMS), you will not be able to reset or reconfigure MFA from within the tenant yourself.

In this situation, the required next step is to contact Microsoft Support via phone so the support team can assist with account verification and initiate an MFA reset for your administrator account.

Please refer to the official Microsoft document below which lists Customer Service phone numbers for Business users by region:

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

From this page:

Select your respective country/region

Call the appropriate Microsoft Business Support number

Request assistance for Global Administrator account lockout due to lost MFA device

The support team will guide you through the verification process and help restore access to your admin account.

Let us know if you have any further questions.

Your answer

Thanmayi Godithi 11,825 Reputation points Microsoft External Staff Moderator

2026-04-10T10:37:27.33+00:00

Hi afantee ,

Thank you for reaching out.

Since you are the only Global Administrator in the tenant and have lost access to your registered MFA authentication methods (Microsoft Authenticator and SMS), you will not be able to reset or reconfigure MFA from within the tenant yourself.

In this situation, the required next step is to contact Microsoft Support via phone so the support team can assist with account verification and initiate an MFA reset for your administrator account.

Please refer to the official Microsoft document below which lists Customer Service phone numbers for Business users by region:

https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2

From this page:

Select your respective country/region

Call the appropriate Microsoft Business Support number

Request assistance for Global Administrator account lockout due to lost MFA device

The support team will guide you through the verification process and help restore access to your admin account.

Let us know if you have any further questions.